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How Technology Is Evolving Human Interaction in the Investment Industry

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Rajan Bansi
Head at RBC InvestEase
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About the talk

Technology is lowering fees and expanding access to services across the investment industry. At the same time, investment businesses continue to be built on relationships, even when those relationships are maintained in the digital realm. Get insight into how to best employ your digital capabilities, without losing your brand’s personal touch, including:

  • How to think about when automating and when to use technology to support human interactions

  • What today’s customer expects from an investment service

  • What makes customer engagement in the investment industry-unique and what that means for a successful customer engagement strategy

00:00 Intro

00:00 16:00 About not only data

00:35 Rajan Bansi

01:27 The Advice about technologies

03:40 How to start

05:30 How all have changed

07:40 Easy to say and hard to do/CX/How to do

12:13 How to understand that all work right

19:20 Connection between changemakers and analytic teams

20:49 Customers and loyalty

23:40 Technology part

25:47 About investors

28:05 Unique experience

About speaker

Rajan Bansi
Head at RBC InvestEase

Accomplished leader with 20+ years of financial services experience that has included working directly with clients, leading global teams and launching and managing a business. I welcome the opportunity to expand my network with subject matter experts and reconnect with existing friends and colleagues. Welcome invitations to discuss participation as a key note speaker or as a panelist on subjects related to digital investments and/or leadership, as well as media opportunities.

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All right. We'll next up, we're going to go deeper. We're going to really get involved with how Technologies involving human and human interaction. Or maybe you were Center action. I don't know if we go there, but human interaction in the investment industry. My guest here is where John is a boncena, say the right I should have asked before then and I have that task. And so welcome at Rodger and appreciate having you there and see if you start a little bit more about sharing a little bit, more about RBC investors and people may not be familiar with that. You bet. Thanks

for having me. Jim and so are we seeing besties at the business design to get investors off the sidelines? So it's it's a business that was launched by RBC Canada's largest bank and it's called in the last couple of years and Arby's. He's always had a great menu of Investment Services. If you're a do-it-yourself, investor high-net-worth, ultra-high net-worth investors for everyone in between, but as technology has really taken off. And if Your preferences have changed a we've also we also evolved and changed and developed this really fantastic business. That's purely digital that helps

Canadian from coast to coast. I do exactly what it what what we're hoping they will and that is get started on their investment Journey from the confidence and comfort of your own home. Excellent. That's what's going to happen. Is the questions. You don't want to start with one that you folks watching all day. Today might have company pricing, that just everything should be digital. Don't get rid of all your employees start with digital overstatement. But really, it's, it's important to be thoughtful about where digital fits and I know RBC is made deliberate choices on different

experiences, how to do that. So, what's your advice on? When do you technology to supplement the human interactions? It's a really great question. And I think the the start of the answer to that question always commences with putting the client at the center. So I put the client at the center and really focus on diagnosing. The problem in the problem that you're assaulting, because I think in the spirit of the question,

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