Is Mr Blue Sky up there waiting? | IFAM98 | May 2021

Page 20

May 2021

BUSI N ESS DEVE LOPM E NT

RECOGNISING CLIENTS’ CHANGING EXPECTATIONS OF

TECHNOLOGY Ross Laurie, CEO, Visible Capital, heralds a warning to adviser businesses to take a leap forward in automating their processes in order to improve their client service proposition in these days of ‘uberisation’

T

here’s no doubt that our lives have been rapidly digitised under lockdown. In the course of a run of the mill day, we regularly leap between a dozen or more different platforms to conduct our work and social lives.

1pm

Order in pizza for lunch from Deliveroo

2pm

Dropbox spreadsheet to colleague and share documents on google suite with team

4pm

GoToMeetings chat with a client to analyse their most recent financial data and objectives

These days for many of us, a working from home day may very well go something like this:

6pm

It’s a Friday - drinks with friends on zoom all arranged on social media

8.00am

Tesco delivery arrives after ordering online

8.30am

WFH day starts with logging onto Slack to message colleagues and set up Microsoft Teams meetings

9.00am

Help kids to log onto Mathletics for home schooling

Ironically perhaps, when there are few reasons these days to actually jump in a taxi - the word being bandied around for describing the digitisation of our lives is “uberisation”. Or as the Cambridge Dictionary defines it “to change the market for a service by introducing a different way of buying it or using it, especially using mobile technology”.

9.10am

Amazon delivery of printer ink cartridges

9.30am

Whatsapp video consultation with vet for dog’s infected eye

10.00am Log into Monzo banking app to check balance and pay bills 12 noon Feeling optimistic - use booking.com to put staycation in the diary

20

APP, APP AND AWAY In our uberised world, we are all more comfortable than ever before with the way markets have changed and with using the technology that drives them. According to Mastercard’s Global State of Pay report carried out across 14 different countries, 53% of the world’s

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