Archives: Agenda
Networking break
Chairs closing remarks
[Panel Discussion] The last frontier for digital – wealth
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?
- What role do digital offerings play?
- Will the next generation of wealth management and private banking customers demand more “consumer-style” services?
- How is the industry planning for these changes?
Omnichannel in Action: Every Channel, One Customer Experience
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?
Networking Coffee Break
Customer-First Plenary
Omnichannel or Omnishambles? – Workshop
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?
Who is always right? – Keynote
Dealing with complaints and disgruntled customers in a way that encourages trust, loyalty and beneficial outcomes.