In early November, we welcomed our clients to Toronto for NexJ Client Day. Clients got together to share ideas and discuss the future of Customer Relationship Management (CRM) within financial services. The theme of the day was Intelligent Customer Management.

I know, I know… I’m always talking about how it’s the age of the customer and how everything revolves around the customer. Guess what? I don’t just talk about it, I live by it too. Last week, it was my privilege to host our 2017 Client Day here in Toronto. We were joined by senior business and IT leaders from many of our customers from across the globe, across the country, and down the street. 

I’ve spoken in the past about integrated desktops and the value they bring to advisors and the firm. In essence, the integrated desktop brings together all the information and applications an advisor uses into a single workspace.

I’m a consistent conference goer. I go to learn about and discuss all things wealthTech, and every year we see the bandwagon steer towards the same trends. This year especially – though certainly true of the last few years – we seem to have latched on to artificial intelligence (AI) and machine learning (ML). I see demos of some really cool technology. 

In today's financial services and insurance markets, you have access to massive amounts of information from multiple sources about your customers. The Internet of Things has led to an exponential increase in data types and sources, and assembling that information into usable insights can provide powerful knowledge about your potential or existing customers. 

In our last post, we looked at the Artificial Intelligence (AI) platforms that banks are using to drive their digital initiatives. Now, we come to the central question that banks are faced with: “We have a great brand. How do we grow revenue? And can we increase customer loyalty while doing it?”. 

This week, we had the privilege of hosting our Future of Wealth Management executive roundtable discussions here in Toronto, with a Canadian audience this time (see the insights from the one in NYC). It was a half-day event aimed at discussing the evolution of the advisor technology landscape, with a focus on customer engagement and relationship management. 

Sometimes when you step back you can really appreciate things that may have become routine. I did this recently with our enterprise-first development approach. As usual, we are busy adding capabilities to our products that will make our client’s solutions even more valuable and I’ve been almost too close to it. 

As consumers, we use AI platforms every day. Google uses AI to auto-complete your searches. Amazon builds personalized product recommendations based on the things you’ve bought in the past. Did you enjoy House of Cards on Netflix? Give it a 4 star rating and AI will suggest similar content that you’re bound to enjoy.

This is the third and final post in my series on Digital Content. In the first post, we discussed how your advisors can build a personalized professional brand using NexJ Digital Engagement and Artificial Intelligence. In the second post, we discussed using the same AI tools to deliver personalized touches to your existing clients.

Today’s leading businesses have embraced technology to innovate and find an edge in our connected marketplace. It’s the Age of the Customer, and your customers have more options than ever before to access the financial services they need. 

For a person to use something, they almost always have to believe they have something to gain. For a CRM system, that means that a person should get more information out than they put in. After all, if all you have access to is the information you entered, what’s the point?