In the latest episode of The ifa Show, Dr Ben Neilson, adjunct professor at Central Queensland University and adviser at Complete Wealth, and Shelley Labartolo, client service officer at Complete Wealth, join host Keith Ford to break down their research on the stages of client emotions during the advice process.

Their research centred on how understanding and mapping client emotions at each stage – from discovery and strategy development to implementation and review – not only improves decision quality and trust but also enhances the client experience and reduces the need for follow-up.

Tune in to hear:

• How advisers can practically implement the findings to foster greater levels of trust with clients.
• Why it's important to address emotions proactively with feedback, empathetic questioning, and clear communication.
• The value for advisers with high emotional intelligence and how they can build greater trust and achieve stronger, more durable client relationships.

In the latest episode of The ifa Show, Andrew Gale and Stephen Huppert from the Actuaries Institute's Help, Guidance and Advice Working Group joins host Keith Ford to take a deep dive into the recently released framework to address the complexities of financial advice in Australia, focusing on creating clearer pathways for consumers to access financial support.

Andrew and Stephen explain that the current system leaves approximately 60 per cent of Australians without adequate financial support, while the HGA framework aims to bridge this gap by providing a more flexible approach that allows for different levels of support, from basic information to comprehensive personalised advice, while maintaining clear regulatory boundaries.

Tune in to hear:
• The challenges facing the provision of financial advice and how the framework aims to solve them.
• Why clearer boundaries between different levels of financial support are vital to improve client outcomes.
• How the still unfinished Delivering Better Financial Outcomes reforms can provide some positive results.

In the latest episode of The ifa Show, MLC Expand CEO Liz McCarthy and Shadforth Financial Group CEO Terry Dillon join host Keith Ford to discuss the transformative role of AI in financial advice and how AI tools are being implemented to drive efficiency.

With advice firms looking for greater automation of routine administrative tasks, AI is set to reshape the advice profession's approach to client service and business growth.

Tune in to hear:

• How MLC Expand and Shadforth are responding to the need for greater efficiency through AI tools.
• Why rigorous governance and privacy protocols to ensure data security and accuracy are so vital.
• The crucial role of AI in expanding client service capacity, improving financial literacy, and addressing the broader advice gap in the market.