The Human Touch Premium

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Face-to-face advice is expensive. But in financial services, especially post RDR, it is becoming limited to those willing and able to pay the premium. Technology can offer alternatives to genuine face-to-face engagement. Consumers are developing different expectations, where automated service is the norm in some brand relationships, versus personal service and advice in others. How will product providers inject a more humanised experience into the online propositions being developed to plug the face-to-face advice gap? How do online propositions deliver to those not historically confident to buy online? How will the role of advisers change and what technologies will facilitate these new propositions? Remote Advisor technologies include screen-sharing, co-browsing and video as online engagement tools to help consumers complete a complex, guided decision process. Some also allow a presenter to share information with a customer remotely in real time, significantly improving the productivity of highly trained and qualified advisers, as well as improving the customer experience.

Speakers Include:

Richard Cope, Director of Insight, Mintel

Nick Baker, MD Bakehouse Communications & founder Guide-To-Advice

Bill Safran, founder and CEO, Vizolution

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