In this FinextraTV Interview from the Communify Intelligence Experience, Lisa Salvi, Managing Director, Business Consulting and Education, Charles Schwab, explored the position of smaller firms and institutions when it comes to client centricity, and the utilisation of AI. Salvi explains that client centricity is much easier as a smaller firm, enabling an ability to be everything to everyone, however as growth occurs, operational efficiency changes and client segmentation becomes more important. Segmentation, she said, allows an organisation to create more granular, client-centric experiences according to segments and, equally, provides the ability to monitor the cost management of individual segments. Lastly, Salvi described the rapid pace of AI development which could help assist in client segmentation.
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