Despite some obvious pandemic-related benefits, the acceleration of digital transformation over the past two years has also been criticized for putting a screen between people and some of life’s most important interactions—from education to workplace collaboration and even modern medicine. When it comes to financial services, especially when offering advice, leveraging the benefits of the screen and its technology thoughtfully could help advance advice delivery.
SigFig is devoted to helping financial institutions learn how to use technology in a way that heightens client experiences, as well as strengthens models for needs discovery and advice delivery. This is what inspired us to host Harnessing the Screen for Next-Generation Wealth Interactions, a webinar featuring Dan Mercurio, Chief Revenue Officer at SigFig, and Philipp Cannons, Head of Emerging Products at SigFig. Dan and Philipp shared how financial institutions can utilize the screen to create more collaborative conversation and advice experiences, and how SigFig’s Emerging Product team helps to bring this technology to market.
Read on for a quick overview of this virtual event, broken down by the three ways we suggest financial institutions harness the screen for next-generation wealth interactions.
We all know that the path to building a new advisor/client relationship can be a journey. There’s forms and background information that need to be collected, identification processes that have to happen, and all sorts of other transactions that lead up to a successful client/advisor relationship. Those are the tasks that can be handled asynchronously- offline, without much interaction between the advisor and the client. But what about the more complex pieces? When a client decides they’d like to take out a loan for a new car? Or begin a retirement savings plan? This is when quality two-way communication will be essential, and successful institutions are harnessing the screen to achieve it.
“With our Engage product, we make long-tail kinds of processes like disclosures, signature and other end-to-end processes easier. But, what we're really trying to figure out is, how do we up level what a consumer wants to do,” said Mercurio. “What are the things that consumers are not coming to their financial institution that they really should be?”
So how do you provide that (what we discussed above) level of communication for clients while also remaining equally available for other responsibilities that are integral to great financial service and advice? The answer is: integrated workflows.
Integrated workflows, technologies that connect typically fragmented tasks, make for more scalable advisor processes, enabling more to be done in less time. More importantly, advisors can provide richer one-to-one, screen-based experiences because they’ve gained more time with conveniently connected workflows, all in one platform.
“We try to ensure that anything that we're launching can be rolled out quickly with light integration and actually give the partner a choice on the level of integration that they want to achieve with their existing legacy systems….The nice thing with Engage is that we've been able to deploy to production with very limited integration needs and work needed,” said Mercurio.
Fintechs have sparked the demand for choice and flexibility in financial services, and we will soon see this demand manifest in the next wave of innovation adoption—user-centric technologies that are embedded into customer interactions and journeys. Intelligent, immersive and remote client engagement—the ability to infuse information and experience into screen-based interactions—can innovate how advice is delivered by financial institutions. Banks and other financial services companies that get this right can bring high-quality financial information and superior advisory experiences to all of their customers.
“What we've found in research is, the more you can actually give a client the ability to sit in the driver's seat, the more engaged they are throughout the conversation,” said Mercurio.
To foster high-touch collaborative communication and advice experiences, financial institutions should consider the benefits of remote engagement technology, like SigFig Engage. Watch the full Harnessing the Screen for Next-Generation Wealth Interactions webinar to learn more about how you can empower your team to meet the changing expectations of remote consumer experience with Engage.
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