Diverse technologies, market volatility and an abundance of smart practice theories can easily distract advisors from the most important element of their businesses: the client relationship. Even advisors who subscribe to the importance of delivering on the promises made to clients find that the demands of implementing processes and technologies can get in the way. This case study examines how a financial services practice overcame these challenges, harnessing its technology and human resources to incorporate a shift in service positioning so that it was able to deliver to clients a more fluid and enriched service experience.

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