Robo-advice at Macquarie Group: applying process automation to drive a digital customer experience

Robo-advice at Macquarie Group: applying process automation to drive a digital customer experience

In 2015 Macquarie Group made the move to make computer-generated financial advice available to the average Australian by rolling-out a robo-advice platform called OwnersAdvisory.

The platform, which is heavily based around process automation, is the brainchild of John O'Connell, Chief Investment Officer of Macquarie's Banking and Financial Services Group and offers customised financial advice in line with an investor’s profile, goals and risks.

In this article, John shares how his team is leveraging process automation to deliver advice that addresses granular customer needs, the strategies used to gain internal and external buy-in in process automation and the lessons learned from their journey so far.


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