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

Answer: While people are interested in using digital platforms, the widespread news of scams has propagated an element of distrust when it comes to technology. Thus, building trust with clients is important. This is why we adopted a hybrid approach to add a human touch to our digital platforms. 

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

Answer: In a heavily digitised ecosystem, clients in Columbia prefer a lot of face-to-face interaction. We cater to this preference by conducting a lot of seminars and economic outlooks on the market, creating a platform to interact with clients. Furthermore, in light of the high minimums and management fees here, we try to offer these insights and advice at a lower cost to clients.

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

Answer: We realised that for smaller accounts, a lot of them do not have access to a human customer service provider. Maybe they have access to an FAQ or a chatbox but that’s basically it. We wanted to change this. For high-net-worth clients who have built a trusting relationship with us, we provide them with the flexibility of onboarding through our digital platforms or through face-to-face meetings.