Clients are more empowered than ever to make their own informed decisions, which has led to a dramatic shift in their expectations of financial services companies. Clients expect to be provided with the kind of personalized advice, support, and tools they used to only get from their financial advisors.
While offering choices is an important benefit that financial institutions can provide its clients, firms need to be careful how you structure the choices to avoid the counterproductive outcome of decreased customer satisfaction.
Financial institutions can use a combination of a variety of methods (i.e., categorization) and technology (i.e., machine learning, cognitive computing, AI) to intelligently support its clients in understanding the concrete impact of their decisions.
In a new guide, we discuss the issues that stem from offering clients too many choices, as well as several concrete steps that can be taken to address them. You can download it here.