But how do financial service providers ensure that the client is kept front and centre, amid emerging technologies?
Improved regulations, such as the Senior Managers Regime, certainly help.
As does employing someone with accountability. Chief customer officers bridge the gap between the customer, their data, and the regulatory landscape.
An increasingly tech savvy generation will demand better services that deliver the potential of the technology available.
However, human interactions will never be fully replaced.
The test for financial services providers will be how they combine the best elements of emerging technologies, with humans. For chief customer officers, it will be part of their mission.
Jake Ranson is chief customer officer at Freedom Finance