Due in part to the rise in digitalisation, client contact is becoming ever more impersonal. And yet this need not be the case. In fact, clients enjoy arranging their financial affairs digitally. It gives clients a feeling of control and, moreover, it is quick and efficient. The mismatch between financial experts and their clients is mainly due to the digital transition.

This is often inward-focused, while the opportunities are to be found in the world outside. The purpose of digitalisation is not just to realise cost reductions and greater efficiency, but precisely to intensify and personalise interaction with clients in their preferred environment. Colleague Ralph van Dam wrote a column about these developments for VVP magazine.

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