A drive needed to really understand the client

Bruce Richards, JMR Software

One of the best ways for any company to burn through a large amount of money very quickly without any return on the investment is to invest in technical infrastructure and/or software solutions to change, improve or, worst of all, define business processes.

This is in fact an easier trap to fall into than you might think and for me, the highlight of the 2022 InsurTech Conference, “Tech when needed, Human when wanted”, specifically session 5, “Tech in Financial Planning” that I was fortunate to get the opportunity to contribute to was to hear a unified voice from various SMEs across the sector where the drive is to really understand the client more, create more intimate relationships with the individuals and then use the technology available to find an opportunity to streamline and optimize these processes.

Finding that right balance and working with our clients, specifically remembering that they are humans and not just another number, is the key and perhaps with all the devastation that the COVID pandemic has created, and continues to create; finding the opportunities to re-think, re-work and re-imagine have been brought to the forefront of all our minds and a great example of cutting edge tech innovation that ticks all the boxes that came out during the session was using artificial intelligence as a front line customer support and assistance solution.

Ticks all the boxes, except, people simply hate talking to a robot, and in understanding what works and does not work for each of us, trying, failing, and trying again is the success of this balance, perhaps even Human when needed, Tech when wanted.