Towards personalised guidance?

The FCA’s new Targeted Support guidance is set to reshape how financial services firms interact with their customers.

While mainly aimed at improving outcomes for non-advised pension savers, it also opens up a strategic opportunity: firms can use personalised, needs-based engagement to boost satisfaction, loyalty, and conversion.

The challenge will be finding the right balance between innovation and compliance.

Join Joe Craig and Chloe Taylor from Quietroom and Monica Kalia and Sam Brown from AI behavioural intelligence platform Planda, to discuss how Targeted Support can work, and how close we might get to personalised guidance.

Sam Brown
Sam Brown is the Founder and CEO of Planda, the behavioural intelligence company transforming how financial institutions understand and engage with people.

With over a decade of experience across wealth management, banking, and financial services, Sam founded Planda to bridge the growing gap between data and human behaviour — helping banks, wealth managers, and insurers anticipate, explain, and ethically influence financial decisions.

Prior to Planda, Sam spent a decade with Coutts in a variety of roles, across Strategy, Data, Product, and M&A.

Monica Kalia
Monica Kalia is an Advisor to Planda.ai, bringing commercial and go-to-market expertise to support the company’s growth. With extensive experience across banking, pensions, and fintech, she combines deep sector knowledge with hands-on operational insight.

She is a Non-Executive Director on the Boards of the Money and Pensions Service, Lifesight (Willis Towers Watson’s Master Trust), and Balance Financial Services.

Previously, Monica was the Founder and Managing Director of Neyber, a consumer lending fintech that pioneered salary-deducted lending in the UK. Earlier in her career, she served as Co-Head of European Banks Research at Goldman Sachs during the banking and sovereign debt crises.

Recognised by Forbes as one of the top female leaders in fintech, Monica has also been named among the Financial Times Top 100 Most Influential BAME Leaders in UK Tech.