· Transforming and maturing towards the future customer operating model
· Exploring the changing landscape of outsourcing vs. automation vs. digital workers
· An integrated omni-channel approach to develop a much deeper customer relationship
· Improving and expanding digital footprints through automation, chatbots and advanced analytics
· Consolidating channels and systems to ensure advisors are best equipped for futures operating model
· A multi-year journey on key initiatives including Single Customer View, IVR, etc.
· Enabling transformation with the a keen focus on driving the culture change