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The future of customer experience

Overall consumer facing technology – both apps and other touch-enabled solutions – have a huge role to play in reducing adviser costs and improving customer experiences. In a digital world, consumers increasingly turn to addressing their personal finances at evenings and weekends, but I rarely meet advisers who want to spend more time in their offices during those hours. Choosing the best client facing technology can address this need.

Ian McKenna is director of F&TRC

Key points

Personal financial management is now a crucial component of client portals.

A popular use of client facing technology is cash flow planning.

In the domain of life offices the stellar offerings are limited.