Shifts in the division of labor that are precipitated by innovation will profoundly change the skillsets needed in the financial services industry, but that is a given of any industry at this point in human history. Taking steps to anticipate this shifts is what more of us need to focus on, and the article does well in its view in that vein.
At the same time, there are massive opportunities in the FinTech space, with thousands of new ventures in all segments of finance. Recognising these simultaneous threats and opportunities, Saïd Business School, University of Oxford today announced the launch of a new digital open enrolment programme on financial technology and innovation – the Oxford Fintech Programme. The programme helps executives to both launch new Fintech ventures and harness new technology to build better financial services firms.
Mercator Advisory Group anticipates the personal banking practices and advisory services that were once limited to folks at the extreme ends of the spectrum will be more accessible by a greater proportion of folks. Creating more symbiosis between man and machine when delivering positive customer experience will be a major focus of process engineers. Having both clinical programs and human engagement to address a customer’s concerns in a tag-team approach will raise the level of service received by more consumers. Now, make it so.
Overview by Joseph Walent, Associate Director, Customer Interactions Advisory Service at Mercator Advisory Group
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