1. Wealth and Investment ManagementDelivering Service Channel Change toClients in their Channel of ChoiceDirectors Club 6 March 2013Matt SmallmanHead of Strategy and ChangeWealth and Investment Management Client Experience
3. Wealth and Investment ManagementInternational, Wealth Intermediaries and ManagementDirect
4. Two fundamental routes for the client
5. Becoming Go-To Success will be defined by how our stakeholders think and feel about Barclays. Its about creating an emotional as well asintellectual connection with them. - Anthony Jenkins, Chief Executive, Barclays
6. Client need drives designPurposeSupport our clients emotional, urgent and complex needsNeed How should these services feel?Capability How do we design, build and run our services?