Hilary Harper

Director of Operations of the Hang Seng Bank Ltd, Sai Wan Ho Branch, 171 Shaukiwan Road, Hong Kong.

Help customers make the right financial decisions

Many consumers want help developing their financial plans and goals. The banks that provide that advice are likely to grow their businesses.

More than 70% of respondent say they would increase business with their provider if advisory services improved.

Banks have the opportunity to create a mutual exchange of values by actualizing the experience, based on a holistic perspective of the customer's unique situation and needs.

Banks can augment this experience by leveraging both internal and external resources. This could include a skilled network of financial advisors, data about what similar customers have spent and personal financial management tools that helps customers save, invest and spend wisely.