Qn 1: What’s the number one thing that your customers want and what matters to them most? 

Answer: Whether it be online or offline, customers want something that they can trust. As financial literacy is low among many clients in the younger generation, trust is fostered by keeping things simple and accessible. This is why we focus on transferring this element of trust from established offline practices to new digital mediums.

Qn 2: What strategies have you used to address the digital gap?

Answer: The company’s focus has been on building up our internal digital capabilities. While relying on vendors and 3rd party providers is a quick way to bring new solutions to the market, we want to take our time and have a firm handle on what we’re doing. Taking the time to build our digital capabilities and understanding our processes is especially important when seeking to maintain a trusting relationship with clients.

We’re also emphasising on user testing and user workshops to better understand the needs of our clients. Before the digital wave, we did not have the capacity to conduct these methods frequently in an offline setting. Now, technology has enabled us to do so from a marketing, product build, and user experience standpoint.

Qn 3: Which solutions do you currently, or have tried to, use to address the digital gap? 

Answer: One way to better understand digital platforms is to implement them into your operations. We do this through digital marketing – implementing digital attribution and digital consumer tracking into our existing structure.