CSM Magazine: Financial Services Remains a People Business: What Global Customer Relations Managers Need to Know

Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry.

It is the twenty first century, though no matter how much technology you put into the hands of your business-to-business (B2B) or business-to-consumer (B2C) clients, we cannot ignore the tremendous value of the human element in driving results.

Coming out of the pandemic, financial services remains a people business. In fact, across our industry the demand for human interaction has only increased over the past year.

Of course, over time we’ve seen human interaction for many day-to-day transactions become unnecessary. Trading, cashiering and more have all become automated. However, there is no substitute for having a live, knowledgeable person to contact when you need to fill the gaps in a process or when things inevitably do not go quite as you expected. While artificial intelligence is a powerful tool, a machine will never be capable of replacing a human in this regard.

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