Q&A with Kevin Love-Hughes: how customer experience is evolving in financial services

From rising client expectations to increasing regulatory pressure, financial services firms are navigating a complex communications landscape. We spoke to Kevin Love-Hughes, Business Development Manager at Moneypenny, about the challenges facing the sector and how firms can deliver more secure, responsive and high-quality client conversations.

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Key takeaways

• Customer experience is now a key differentiator in financial services
• Missed calls and slow responses lead directly to lost opportunities
• The best results come from combining AI with human interaction
• Consistent, compliant communication builds trust and drives growth

Q: How would you describe the current landscape for customer experience in financial services?

Customer experience in financial services has shifted significantly over the past few years. Clients now expect the same level of speed and convenience they receive from other industries, but without compromising on trust, security or accuracy.

What makes financial services different is the nature of the conversations. They’re often high-value, sensitive and sometimes complex. So while expectations have increased, the margin for error has reduced.

From what I’m seeing, firms are having to deliver faster, more accessible service while still maintaining a very high standard of care and compliance.

Q: What are the biggest communication challenges firms are facing right now?

One of the biggest challenges is managing demand without losing quality. Many firms experience peaks in enquiries, whether that’s driven by market changes, tax deadlines or key client events.

If those calls or messages aren’t handled well, or worse, are missed altogether, it can have a direct impact on both revenue and client trust.

I also see a lot of businesses struggling with consistency. Clients expect the same level of service every time they make contact, regardless of channel or time of day, and that’s not always easy to deliver with internal teams alone.

Q: How important is responsiveness in financial services today?

It’s absolutely critical. In many cases, the first interaction a potential client has with a firm will shape their entire perception of the business.

If someone can’t get through, or waits too long for a response, they’re far more likely to go elsewhere. That’s especially true in competitive areas like wealth management, lending and insurance.

For me, responsiveness isn’t just about speed. It’s about delivering a professional, informed and reassuring experience from the very first touchpoint.

Q: Where does technology, particularly AI, fit into this picture?

AI has a really important role to play, but it needs to be used in the right way.

I see a lot of value in using AI to handle routine or initial interactions quickly and efficiently. That might be capturing enquiry details, answering common questions or directing clients to the right place.

But when conversations become more nuanced or sensitive, human interaction is still essential. Clients want reassurance, empathy and confidence, particularly when they’re making financial decisions.

That’s why I believe the most effective approach is combining AI with real people, using technology to enhance the experience rather than replace it.

Q: How can firms ensure they remain compliant while improving customer experience?

Compliance and customer experience are often seen as competing priorities, but I don’t think they need to be.

With the right processes in place, firms can ensure that every interaction is handled securely, professionally and in line with regulatory expectations, while still delivering a great experience.

It’s about creating consistency in how conversations are managed, from capturing accurate information to ensuring clear and secure handovers. When that’s done well, it reduces risk and improves client confidence.

Q: What opportunities are there for firms that get this right?

There’s a real opportunity to stand out.

Financial services can sometimes feel quite transactional, but the firms that deliver a consistently excellent, human experience quickly differentiate themselves.

From my perspective, it often comes down to the basics done brilliantly. Answering every call, responding promptly and making every interaction feel professional and reassuring.

Over time, that builds stronger relationships, increases client loyalty and drives sustainable growth.

Q: What’s your advice for firms looking to improve their approach to client communication?

I’d start by looking at where conversations are being missed or delayed, because even small gaps can have a big impact.

Then focus on consistency. Think about how you can deliver the same high-quality experience across all touchpoints, whether that’s during busy periods, out of hours or across different channels.

Finally, consider how a blended approach could support your team. For me, it’s not just about handling more enquiries, it’s about handling them better and creating conversations that genuinely add value for clients.