May 3, 2022

Improving the Human Experience for Clients with Ilan Davidovici

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FinTech has revolutionized the financial services industry, both for those of us who work in it and the clients we serve. And the changes come fast and often. In our haste to adapt these tools into our firms, we can lose sight of what is at the core of our industry, our clients. 

Ilan Davidovici is currently head of Client Experience at Edward Jones. Prior to that, he was with Salesforce and Deloitte. Throughout his career, he’s seen many changes, and this insight has helped him anticipate trends in the industry. But one thing remains the same; clients want a personal touch. 

In this episode, Ali and Sanjeev talk with Ilan about making the most of the tools and technology available to give clients a personal experience. 

Key Takeaways

  • [04:14] - How the client relationship has changed.
  • [16:31] - What clients want most at the end of the day.
  • [15:31] - Trends to expect in the near future.
  • [20:40] - What success really means for firms.
  • [22:40] - Overcoming fear to better utilize the tools available to us.
  • [25:03] - How we can judge the closeness of our client relationships.


[03:34] - "Before we talk about what’s changed, let’s talk about what’s not changed. The human experience has never been more important. People want to have human relationships, and human relationships where they feel understood and in control. " ~Ilan Davidovici

[21:25] - "If I were to get technical in trends for the future I’d say anything that helps financial advisors take action — whether that’s integrating a product availability into CRM where the financial advisor is doing their daily work, or extending external tools to the client so they can take action on their own time and in their own way. " ~Ilan Davidovici


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