The Age of Continuous Connection

Welcome to the Age of Continuous Connection An Adviser's Guide through Future Territory

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Dedication To all advisers partnering with Liberty in the ongoing fight for the financial freedom of our clients.

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Introduction The products and services of the past will not sustain any business wishing to grow into the future.

Consumers have shifted their demands and raised their expectations.

The digitally seamless experience of simplified products with easy onboarding, access to selfmanagement tools, and superior, valueadded client service have become commonplace.

Fortunately, Liberty is a company that has been preparing for just such a future, and our business partner advisers have been – and continue to be – trained and equipped to tackle the human-centric obstacles and opportunities that lie ahead.

The following is an informative and inspirational overview of what we are doing and why we are going to succeed.

Thank you.

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From Sales to Service We’re pioneering the transformation from product sales to financial life coaching in the financial services industry so we can change our world for the better.

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Activating Empathy We’re placing active empathy at the heart of our client and adviser focused approach to everything we do so we can put you both at the centre of our success.

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Accelerating Simplicity We’re focusing on Simplification, Digital Engagement, Sales Transformation, E2E Investments, and E2E Risk, so we can offer superior and seamless solutions.

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Masters of Connection We’re empowering our advisers to become Masters of Connection so we can focus all our programmes, initiatives and innovations on our common goal.

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Experiential Productivity We’re promoting a human needs-based strategy that improves client’s experiences and boosts the productivity and performance of our advisers so we can grow all together.

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Individualised Insights We’re gaining a more profound understanding of human goals, behaviour and motivations so we can deliver comprehensive, solutionsbased, tailored products.

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Life Journey Coaching We’re becoming a professional advice partner so we can offer superb service and generate superior value at critical moments, and all moments in-between.

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Digitally Enhanced Advisers We’re adopting technology for frequent, low-friction, hyper-personalised interactions so we can empower advisers to focus on creating in-depth human connections with clients.

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Lifelong Learning We’re positioning digital solutions, on-demand intelligence, active-relationship technology, academies, and advice centres so we can add value across the client’s life journey.

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Regular Recalibrations We’re building new approaches to digitisation, channel transformation and adviser development so we can offer world-class client experiences that adjust as life happens.

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Digitising our Human Touch We’re creating lasting emotional connections between clients, advisers and Liberty so we can build deep understanding, paired with empathy and the human touch.

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Advanced Advice Culture We’re nurturing an advice culture based on active listening and a data-driven approach so we can better understand and respond to client interactions and their behaviours.

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Extended Services We’re extending our services beyond finance, into broader ecosystems so we can complement a client’s financial freedom to make better decisions in all areas of life.

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End-to-End Offerings We’re digitising knowledge-sharing around solutions and products so we can continuously monitor life cover and investments and manage them in line with goal-based strategies.

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Personalised Networks We’re evolving a human experience ecosystem of powerful channels on a digital platform, augmented by super-skilled advisers so we can offer personalised client solutions – for life.

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Omnichannel Opportunities We’re constructing an omnichannel platform so we can expand our relationships with clients and advisers, with wider engagement choices delivering superior multi-channel experiences.

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Living Life Plans We’re expanding our Workbench, so clients and advisers can develop goal-based Living Life Plans with automated prompts and nudges that meet needs before they arise.

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Seamless Case Management We’re escalating our Service Agent Console for seamless case management, so we can equip service agents and call centre operators with best next step action prompts.

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Empowered Engagements We’re growing our Client Community Portal to integrate MyLiberty with life-centred planning tools into the dashboard so we can empower client and adviser engagements.

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Advanced Analytics We’re upgrading our Einstein/AI Analytics so advisers can view comprehensive real-time client insights, sales lead identification, progress monitoring, management and forecasting.

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Automated Admin We’re advancing our Quick Connect, Swift and Risk FNA tools so we can help our advisers with digital check-ins, meaningful sales prospecting, quality advice and fulfilment.

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Rewarding Behaviours We’re updating our remuneration and rewards to reflect behaviours around client experience, so we can empower advisers to bring our new Advice Philosophy to life.

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Continuous Connection We’re connecting everything we say, to everything we stand for, to everything we do, with everyone we do it for, so we can do everything better than ever.

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From Quantity to Quality We're moving from a focus on the quantity of sales to the quality of advice and experience, so we can help more clients achieve their financial freedom through Liberty.

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More Human More Value More Focus VALUE AND EMPOWERMENT - Via simplification, service excellence, and integrated market-leading propositions.

INTEGRATION - Via development, credibility, sustainability, focus and differentiated brand affiliation.

COLLECTIVE BENEFIT – Via empowerment, collaboration, development, purpose and sustainability.

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