Walking the Tech Tightrope in Financial Services

Today’s digital devices are designed to promote efficiency and responsiveness for professionals in every sector, including financial services. But MIT Professor Sherry Turkle says our “always-on,” hyper-connected state undermines relationships, creativity and productivity. And she has the research to prove it.

Technology and social media are changing not only how we do things, but who we are as people, as Turkle recently explained on wealthmanagement.com following her presentation at the 2017 IMCA Ace Conference. “Technology can make you forget the importance of empathy and of showing your flaws – two qualities that help us build deep relationships with others – including clients.”

Increasingly robots and cyborg advisors are giving financial advice – and (human) advisors must adapt and adopt, or die. But for every aspect of our work that is automated to improve our clients’ experiences, Turkle urges us to consider what’s lost in exchange.

Importantly, it’s not about giving up technology, but about using it with greater intention. “Technology will continue to change what we do and how we work,” says Turkle. “As we master new devices, we must always be mindful that electronic communication can compromise the innovation, intimacy and understanding that come from authentic conversations.”

Danny Stern:

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