“A more engaged customer leads to a more confident customer.” – Meeting Client Expectations with John Greaves

In this episode

Digital expectations are rising, and clients are already turning to general-purpose AI for help with their money. For firms, the opportunity is to bring together better client data, new regulation and engaging content so clients make better financial decisions. This episode of Innovation Spotlight was recorded live in London. 

John Greaves is Head of UK Client Propositions at Fidelity International, where he leads the development of the services and products that serve 1.3 million UK clients. Fidelity's research shows people in the UK hold one third of their assets in cash – right for some clients, costly for others – and firms need the data to tell those clients apart before they can give each group the support it needs. 

In this episode of Innovation Spotlight, John shares how better client data and the UK's new targeted support regime will help firms reach the right cohorts with the right message, and why AI is most effective when it has the full client picture and follows repeatable processes. 

In this conversation: 

• How Fidelity builds its roadmap from market research, user testing and panel surveys to keep meeting clients' needs as they change 

• Why sophistication and engagement are two key dimensions that shape how clients want to be served 

• How a more engaged client becomes a more confident one, and how Communify's Stories and Personalized Podcasts bring more investors into the conversation 

Innovation Spotlight highlights the leaders and ideas driving the Intelligence Era. Click here to see more.