Very interesting and relevant article that highlights a big opportunity for financial services companies.
Assisting 50yo+ Personal Investing customers with online tasks is a large part of the role of a Client Services phones Associate in financial services, having worked in this role as my first grad rotation at FIL. Online assistance is going to become the primary activity as more of our customers get online accounts and their confidence using computers increases. Technological advancement will also contribute to a growth in online assistance within call centres - soon Associates may be able to screen share with customers, and provide a better, 'virtual' customer experience.
I think it is important that we support our older, less tech-confident customers who have every potential to became 'tech savvy' and self-sufficient to perform tasks on the web by themselves.
The domestic violence advert really showcases how technology can help in the ad space!