Adapting to a more diverse affluent customer base

Nykredit’s Lotte Månsson, Managing Director for Private Banking Elite & Investment Advisory, spoke with Efma about the evolving landscape of affluent banking.


Is the affluent segment ready to be managed remotely?

I do not believe the question is whether the affluent segment is ready or not. The right question to ask is whether we, as financial institutions, can add additional value to the affluent segment by managing them remotely.

In my perspective, affluent and private banking is relationship business. Hence, we have to make sure to create the right conditions for our private bankers to form strong relations with our clients.

But clients expect us to offer digital services that allows for distance and convenience, but they also expect us to offer a coherent and relevant experience. In providing the right experience to our customers, it is up to us to find a new balance between digital and human services.

If we can add value and serve our clients better through technology, we will do it. If there is a non-technological way to serve our clients better, we will use that options too. It is all about continually striving to provide a better client experience.