Script for Key Trends

1) Omnichannel - Consistent Service over every channel – online, mobile and in person. Only
financial institutions that create unified client and advisor experiences across all touchpoints
will deliver the standard of digital client experience that will garner increased engagement
and transparency.

2) Robo – Advisory: Robo-advisors or robo-advisers are a class of

financial adviser that provide financial advice or investment management online with
moderate to minimal human intervention. Most institutions will invest in a robo-
advisory channel over time but also adopt a hybrid approach, automating where
appropriate to create a far more flexible client journey and provide a personal one-to-
one service when dealing with high-net worth individuals.

3) Artificial Intelligence - many

Private banks will use AI to speed up know your
customer (KYC) and onboarding processes. The hope is that AI can bring
new clients into the firm fast by digitising the onboarding process.