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FT Adviser: How to communicate with clients in a digital world

Financial advice has responded rapidly to the pandemic-driven digital transformation of operations, client interaction and shifting customer expectations. As customer preferences change, individual demands have created opportunities for new, omnichannel services. BigTech and digital disruptors have been transforming customer experience for years, shaping a new set of expectations from low cost, ‘always on’ accessibility and a personalised, unique service, which is now permeating the financial services landscape. Customer centricity and meaningful client interactions can be enhanced by digital tools and these digital directives are coming to define the financial services landscape.

But the immediate need to operate remotely during the pandemic meant that financial institutions fell back on the video meeting to replicate in-person touchpoints. In turn, the benchmark for customer services fell short of what was needed: digital innovation.

Hosted by FTAdviser in partnership with Unblu, this 50 minute webinar brought together leading executives who are responsible for client management and digital innovation to discuss the trends, opportunities and challenges in digital client interactions, customer experience and reaction to seismic shifts in customer demands with digital tools.

Chaired by Damian Fantato, Deputy Editor, FTAdviser, our panel of expert speakers discussed the greatest challenges and opportunities brought about by new notions in digital customer engagement, interaction and advice.

Presented by

Damian Fantato

Deputy Editor at FT Adviser

Chris Loake

Chief Technology & Operations Officer at C. Hoare & Co.

Tara Palmer

Group Chief Operating Officer at Kleinwort Hambros

Michael Sherwood

Head of Digital Experience at Atom Bank

Jens Rabe

Chief Operating Officer at Unblu