With an array of AI tools aiming to remove the mundane, and simple tasks from customer facing roles, humans are left with only the most complex, and emotional activities. These can often require superhuman levels of empathy, understanding and problem solving with no let up.
Is AI supporting customer support staff or introducing a new anxiety?
The Great Wealth Transfer is an unprecedented, ongoing, 20-year shift of an estimated $84 trillion to $124 trillion in assets from Baby Boomers and the Silent Generation to Gen X and Millennials by 2045.
High net and ultra-high net worth wealth management is a highly analogue and human relationship-based business. Is the current wealth management world ready for this change?
Moving from multichannel to omnichannel, how has this impacted the customer experience? Does omnichannel mean every channel, and what does the future of agents look like?
Customer-First Plenary
The 24/7 always on digital experience required by customers means they will access services via multiple channels. Mapping that customer journey reveals multiple friction points and siloed data points.
How can firms offer a seamless customer experience and avoid the shambles?
Dealing with complaints and disgruntled customers in a way that encourages trust, loyalty and beneficial outcomes.