What would your top piece of advice be to other financial advisors as focus shifts from growth to customer experience?
Alex: The shift towards customer experience is really about becoming a long-term partner rather than a transactional provider. As expectations rise, businesses are looking for support that helps them navigate complexity and make better decisions, not just access products. This means focusing on clarity, consistency and trust.
Being transparent, responsive and proactive builds stronger relationships and creates a better overall experience. It also requires embracing technology to remove administrative work and improve efficiency. By automating routine processes, advisors can spend more time on meaningful conversations that add value. Ultimately, the most successful approach is to align with the customer’ s ambition. When you focus on helping businesses move faster, operate more effectively and scale with confidence, growth becomes a natural outcome of delivering a strong experience.
Yolande: The shift from growth to customer experience isn’ t about doing less, it’ s about being more intentional with where you create value.
My advice would be to stop thinking of experience as a layer you add on and start thinking of it as the product itself. In financial services, every interaction whether it’ s onboarding, payments, support – is the experience. If any part
128 June 2026