A New Customer Experience Model in Financial Services

Over the past century, life expectancy in the United States has dramatically increased, a fact that has profoundly impacted the financial security experienced during our golden years.

After World War II, the first generation of retirees were generally expected to live less than a decade after leaving the workforce. Now, the average American is living to be about 78.8 years old, and as a result retirement can last anywhere from 20 to 30 years, with some people spending more time retired than they did working.

That sort of longevity is wreaking havoc on the best of financial plans, particularly when combined with the rising costs of some of life’s most significant expenses.

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I’ve sat in those rooms, and you have too. You know the ones, where some war-weary veteran of the good old days of financial services talks about how they used to walk uphill both ways in a blizzard to every client meeting.

How the account application was as small as a postcard. How they didn’t even have calculators and surmised rates of return on the back of a napkin.

We are all told that a return to such days would be a good thing for clients and advisors alike and that all of this technology “stuff” is simply ruining a business that at its core is about helping people save for their future, not do calculus.

But those are not the only rooms.

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