Your finances are one of the most personal aspects of your life, so the idea of trusting a robot or some technology to guide you on your financial journey might make you uncomfortable. Neesha Hathi is the CDO of Charles Schwab, and she knows exactly how you feel. At Schwab, everything comes down to creating the best possible client experience, and for Neesha, that means finding a way to make the digital experience personal, comfortable and intuitive, yet still joined with the real-life advisors and experts working for the company. It’s a tough job, but one that very much is focused on a future that is more technical than ever. Neesha discusses all of that and more on this episode. 

Key Takeaways

• Thinking about the client experience means creating excellent, value-added experiences
• You have to be able to combine the digital experience with the experience of working one-on-one with experts
• Being a CDO is about building a more agile company with a future-focused mindset

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