In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe explore how financial services firms are leveraging technology to enhance advisor enablement. Joined by Kirsty Watson from Aberdeen and Dean Heltemes from Ameriprise Financial, they discuss the evolving landscape of advisor practices, the challenges of integration, and the importance of scalable, efficient technology. The discussion also highlights how firms are balancing technological advancements with the human element to create meaningful client interactions.

Tremors: With fewer advisors managing more clients, financial services firms are under pressure to scale efficiently. Technology is key - automating workflows and streamlining processes to support advisor enablement. The consolidation of smaller firms into larger entities offers operational advantages, but also raises challenges around standardising practices and maintaining a consistent client experience.

Epicentre: Automation is helping advisors reduce manual tasks like meeting prep and data collection, freeing up time for deeper client engagement. Standardisation is now a top priority, ensuring consistent, high-quality service. As compliance demands grow, firms are focusing on better data management and streamlined reporting. Yet, the human touch remains essential—technology must enhance, not replace, the personal nature of financial advice.

Aftershocks: The future points to a fully digital, automated, and paperless industry. Firms must adapt to the expectations of younger, tech-savvy investors by embracing AI-driven insights, personalised experiences, and faster client interactions. Staying ahead requires not just reacting to change, but proactively investing in infrastructure that supports long-term advisor efficiency and client engagement.

Jump into the conversation:

[03:18] Advisor enablement trends

[04:26] Challenges of integration

[09:05] Capacity constraints

[11:18] The epicentre of change

[11:59] Supporting varied IFA clients

[23:14] Future steps for advisor enablement

In this episode of Seismic Sessions, hosts Rachael Rowe and Gemma Livermore sit down with Esra Demir, Group Digital Partnership Director at HSBC, and Marcus Martinez, Financial Services Industry Advocate – EMEA at Microsoft, to explore how partnerships between banks and tech firms are reshaping financial services. They discuss the role of open banking, cloud adoption, and AI in driving innovation, efficiency, and customer experience—highlighting why collaboration, not competition, is the key to industry growth. The conversation also uncovers how HSBC and Microsoft are leading the way in building the future of finance through strategic alliances.

Show notes

Key takeaways 

Tremors: Financial services are undergoing a major shift, driven by open banking, cloud adoption, and fintech disruption. Open banking regulations have pushed greater transparency, while cloud technology has enhanced scalability, efficiency, and security. The smartphone revolution has further raised customer expectations, accelerating the demand for seamless, embedded financial experiences. These forces have moved banks away from siloed, in-house development towards open innovation, with external partnerships proving to be a more agile and cost-effective path forward.

Epicentre:  Today, collaboration is at the core of financial innovation. Banks, fintechs, and tech giants are working together to enhance efficiency, resilience, and customer experience. Beyond adopting fintech solutions, banks are now co-creating technology, using AI, machine learning, and automation to streamline operations and personalize customer interactions. The focus has shifted from short-term integrations to long-term, strategic alliances that drive sustainable growth and industry-wide transformation.

Aftershocks: Looking ahead, AI and cloud computing will drive the next wave of financial innovation, making automation, decision-making, and customer experience more advanced and secure. Banks will deepen their partnerships with tech firms, shifting from transactional relationships to long-term co-innovation. The industry is moving toward a hyper-connected ecosystem, breaking down silos and fostering collaboration among financial institutions, regulators, and customers to solve real-world financial challenges.

Jump into the conversation:

[04:38] Partnerships in Financial Services

[05:06] Evolution of digital partnerships

[10:32] Key milestones shaping the ecosystem

[22:11] Collaboration as a catalyst for innovation

[24:45] Marketplace and MAC agreements

[25:57] AI and cloud computing driving innovation

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe dive into the evolving roles of customers within the financial services industry. Joined by special guests Mary MacPherson from Bank of Ireland and Oliver Parsons from Lloyds Banking Group, the discussion covers the industry's shift towards customer-centric models, the impact of digital transformations and the future of customer strategy in financial services.

Show notes

Key takeaways 

Tremors: Customers are now seen as key drivers of revenue, prompting a shift to customer-first strategies that prioritise needs over technology or products. Digital-first organisations and new technologies like AI and open banking are setting higher standards for personalisation, trust and real-time experiences. Organisations are breaking down silos to align teams and unify services, fostering a more holistic approach. However, balancing innovation with regulatory requirements, such as consumer duty, remains critical as the industry evolves toward sustainable growth and stronger customer relationships.

Epicentre:  Today, organisations are embracing digital tools, technology, and partnerships to enhance customer-centricity. By leveraging data, API integrations, and open banking, businesses are creating seamless, personalised experiences while fostering trust and loyalty. Collaboration between customer-focused and technology teams has become essential, enabling real-time insights and improved service delivery. Despite advancements, the sector continues to navigate challenges like regulatory compliance and balancing innovation with responsible practices, emphasising the importance of ecosystems in shaping meaningful customer connections.

Aftershocks: As financial services are evolving to be driven by increasing customer expectations, hyper-personalisation and rapid technological advancements, organisations are focusing on creating nimble, proactive customer strategies that integrate data, technology, and commercial goals. Embedded finance and ecosystem partnerships are becoming critical to delivering seamless, relevant experiences. As the industry evolves, balancing innovation with regulatory compliance and societal responsibilities remains essential, with an emphasis on fostering trust, loyalty and deeper customer relationships through innovative and personalised solutions.

Jump into the conversation:

[04:06] Challenges in implementing customer-centric strategies

[04:26] From service to strategy

[07:18] The role of FCA’s Consumer Duty

[20:15] Internal silos and collaboration

[24:07] Leveraging technology and ecosystems

[31:58] The future of customer strategy

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe are joined by Nitika Vyas, co-founder of Aila Money, and Jonathan Tweedie, Managing Director at RBC Brewin Dolphin, to discuss The Great Wealth Transfer. With $84 trillion set to move from Baby Boomers and The Silent Generation to heirs by 2045, this seismic shift is transforming wealth management. The discussion delves into adapting to a diverse, multi-generational client base, building trust across communities, and how digitalisation is reshaping the industry.

Show notes

Key takeaways 

Tremors:Traditionally, wealth management was reserved for high-net-worth individuals, making it expensive and inaccessible for broader communities. Trust-building relied on long-term relationships rather than the quality of expertise, limiting scalability. Regulatory challenges also hindered innovation, focusing on legacy practices rather than addressing evolving client needs.

Epicentre:  Today, trust hinges on diversity and inclusion, as wealth managers navigate a more varied client base. Historically male-dominated, the industry faces challenges at wealth transfer points, especially with younger, more diverse generations. Digitalisation is redefining the client experience, enabling personalised financial guidance via open finance platforms. These tools provide on-demand, customised solutions, expanding access to clients with smaller investments and fostering broader trust within communities.

Aftershocks: As values shift toward ESG and ethical investing, wealth managers must build relationships earlier in clients’ financial journeys. A holistic approach that balances financial goals with societal impact is crucial. To stay relevant, firms need to evolve marketing strategies, enhance client education, and collaborate with regulators, ensuring services align with modern values and priorities.

Jump into the conversation:

[00:03:45] - Pre-digital wealth management

[00:08:20] - Digitalisation and accessibility

[00:10:30] - Self-service and personalisation

[00:14:05] - Diversity in wealth management

[00:16:50] - Trust and client-centricity

[00:20:40] - Generational trust issues with banks

[00:24:55] - The role of guidance vs. advice

In this episode of Seismic Sessions, host Gemma Livermore and co-host Rachael Rowe talk with Valentina Kristensen of OakNorth and Sharon Wilson of Schroders about the growing importance of ESG in financial services. They discuss ESG’s evolution into a business priority, the challenges of avoiding greenwashing, and the impact of regulations. Practical advice is shared on embedding ESG authentically into operations, building stakeholder trust, and navigating complex compliance landscapes.

Key takeaways

Tremors: Once sidelined by short-term profit goals, ESG has gained prominence due to rising awareness of climate change, social justice, and corporate governance. While early challenges stemmed from inconsistent reporting standards, recent progress has brought clearer frameworks. Despite advancements, firms still face hurdles like greenwashing and maintaining transparency.

Epicentre: To integrate ESG authentically, firms must prioritize transparency and honesty, especially in the early stages. Clear, consistent communication helps build trust and navigate the evolving ESG landscape effectively.

Aftershocks: Future success hinges on adaptability as regulations and expectations shift. Firms must empower climate-aware teams, meet rising demand for detailed reporting, and leverage AI to scale ESG efforts, ensuring transparency and credibility.

Jump into the conversation

00:03:05 - The Historical Rise of ESG

00:09:12 - Greenwashing as a Key Challenge

00:12:30 - Regulation Driving ESG Adoption

00:16:40 - Lack of Standardisation in ESG Reporting

00:20:20 - Transparent Communication

00:25:18 - Increasing Client Demand for ESG Data

00:28:40 - AI and ESG Reporting

00:32:10 - Building "Climate-Confident" Teams

00:37:15 - Future Outlook for ESG

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe are joined by Morgane Keo Kasal and Gaétan Oyon from Syz Group, to discuss the latest content distribution strategies and innovations in private banking. They highlight the journey of transforming their own content automation, overcoming challenges in technology adoption, and the anticipated improvements in efficiency and client relationships.

Key takeaways

Tremors: In a pre-automated world, client relationship managers at Syz Group faced significant challenges when endeavouring to service their customers. The fragmented state of their content, including its inconsistent formatting and disparate location across the business, together with wider inefficient internal processes, meant managers spent much of their time searching for, amending, or creating new bespoke content, rather than focusing on value-adding client engagement. This triggered a realisation of the benefits of automation and customisation, particularly regarding pitch books, plus the broader potential of envisioning a comprehensive content enablement strategy, to replace solving isolated issues with point solutions.

Epicentre: Syz Group has used the initial automation of pitch books as the catalyst to create a centralised content platform that not only serves as the golden source for the business but also enables wider content automation and distribution use cases in the future, including client content subscriptions based on themes. While already realising the transformative impact this initiative will have on both internal operations and client-facing activities, their focus is also on implementing a data-driven approach and proactively using available analytics to accurately measure these efficiency gains.

Jump into the conversation

00:01:23 - Defining Enablement in Private Banking

00:06:07 - Initial Expectations and Discoveries

00:07:09 - Life Before Automation

00:09:50 - Change Management

00:16:03 - Future Outlook and KPIs

00:17:03 - Measuring Efficiency Gains

00:20:51 - Impact on Personalisation and Client Interaction

00:21:01 - Future Growth and Breaking Down Silos

00:23:34 - Ensuring Continuous Improvement

00:26:04 - Vision for Future Business Growth

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe are joined by Nils Hafner from Luzern University of Applied Sciences and Art, and Adrian Whelan from Brown Brothers Harriman. They discuss modernising B2B sales in Financial Services by enhancing customer experiences and improving sales processes. Together, they explore topics such as transitioning from a multi-channel to multi-experience approach, the reasons for end-to-end customer journey failures, and the importance of breaking down silos between marketing, sales, and service divisions.

Show notes

Key takeaways 

Jump into the conversation:

[00:04:07] - The evolution of customer journeys

[00:06:00] - Drivers of the multi-experience transition

[00:07:02] - The impact on the asset management industry

[00:11:45] - Regulatory challenges in customer journeys

[00:15:19] - Regulatory and compliance impact

[00:25:57] - Breaking down silos for future success

[00:27:57] - Leveraging technology in asset management

[00:30:23] - Blue sky thinking: The future of the industry

In this episode of Seismic Sessions, the focus is on the evolution of brand in the financial services industry. Join the discussion with hosts Rachael Rowe and Gemma Livermore, Seismic,  and guests Alanna Nensel, Global Head of Brand, Creative, and Digital at Janus Henderson Investors, and Maddy Albon, Brand Manager at Peel Hunt, as they delve into the impact of AI, the significance of a centralised brand asset platform, and the necessity of understanding diverse target audience needs across multiple markets and regions.

Key takeaways 

Jump into the conversation:

[00:03:04] Automation in branding strategies.

[00:07:19] Brand evolution and growth.

[00:08:44] Evolution of brand perception.

[00:13:20] The evolution of branding.

[00:15:25] Branding colours in the industry.

[00:24:46] Protecting your brand online.

[00:28:20] AI for brand control.

[00:31:37] The human element.

[00:39:17] Inclusion and feedback.

Jen Adams, Chief Commercial Officer at Virgin Money Investments, and Michelle Booth, Head of Growth, Activation and Innovation at Lloyds Banking Group, join our hosts to discuss the evolution of commercial roles and team dynamics within financial services. The conversation will explore how breaking down silos between commercial and customer departments leads to success.

Key takeaways 

Tremors: Historically, commercial departments in FS firms were hierarchically and functionally siloed. Each individual department often had their own sometimes conflicting silos to contend with, before considering those that existed on a broader level between departments. Hierarchical structures also resulted in many layers of communication to accommodate and multiple stakeholders to manage, bringing inefficiencies which negatively impacted collaboration, planning and forecasting, adoption of digital transformation, and customer satisfaction. The emergence of progressive FinTech startups with agile operational models, together with the need for existing firms to meet new regulatory requirements, stress-tested these traditional operating models, and forced businesses to start evolving their approach. 

Epicentre: With many large teams used to working in a more linear and siloed way, there is a focus now on how firms can foster good behaviours as much as skill sets within their teams to break down departmental barriers, encouraging an integrated, multi-skilled and collaborative approach to working. By embracing diverse perspectives and skill sets of different teams around a common purpose or task, within a more workshop-oriented environment, it not only creates stronger outcomes but also builds team confidence to use AGILE ‘learn by doing’ methodologies.

Aftershocks: Moving forward, firms should encourage a broader range of cognitive diversity within their teams, including creatives and experts from non financial industry verticals to drive stronger outcomes for the business and their clients. Firms should also aim to align the right efficiency tools, platforms and processes, alongside human skill-building, to truly maximise team value creation. Prevalent issues such as sharing information effectively, adapting to hybrid work settings, and balancing specialised skills within go-to-market teams need to be resolved to ensure better organisational efficiency. Finally, to drive the most effective working environment and empower talent, firms should create a culture that always encourages innovation, fosters continuous improvement, and promotes the testing of new ideas even if they fail.

Jump into the conversation:

[02:30] The Evolution of Financial Services

[04:28] Challenges of Traditional Structures

[06:09] Customer-centric Transformation in Organisations.

[09:20] Modern Approaches to Team Building

[12:13] The Role of Diversity and Inclusion

[20:42] Breaking Down Internal Silos.

[24:23] Future of Integrated Teams

[36:16] Integrated Team Collaboration in Banking

In this episode of Seismic Sessions, hosts Rachael Rowe and Gemma Livermore are joined by Zarina Ward, Global Chief People Officer at Verian, and Andrew Salmon, Director at Alpha FMC. They discuss team building in Financial Services, the concept of 'hedgehog teams,' and how to combine diverse skills to enhance team performance and drive business success.

[00:01:57] Traditional team structures

[00:04:45] Generational shifts in work preferences

[00:07:35] The hedgehog theory

[00:07:35] Diversity and inclusion in team building

[00:11:33] Modern approaches to team building

[00:15:06] Technology enablers

[00:17:05] Evolution of cultural intelligence

[00:25:20] Continuous learning and loyalty

[00:35:25] The future of team building and embracing Hedgehog Teams