Future Fit Financial Planning: In Conversation with Paul Miller

CRM Wars: Endgame for the Legacy?In conversation with Paul Miller

In this episode, James is joined by Paul Miller to explore why most financial planning firms don’t have a true tech strategy, and why that’s becoming a serious risk.

After leading technology at IWP, one of the UK’s early consolidators, Paul has seen first-hand what happens when multiple firms attempt to operate as one, with different systems, inconsistent processes and fragmented data underneath it all.

At the centre of the problem is the assumption that the CRM is the source of truth; when in reality, it often isn’t.

In this episode, they discuss:

Why most firms don’t have a true tech strategyThe limitations of CRM as a “source of truth”The challenge of integrating multiple firms and systemsA practical approach to improving data without stopping the businessThe hidden risks of “shadow AI”Why data quality is becoming critical in M&A valuationsWhy AI will amplify problems if the data isn’t right

This episode offers a practical and honest look at the infrastructure behind advice firms — and why getting the foundations right matters more than ever.

If you’re a financial planner, firm owner or leader thinking about data, systems or AI, this episode is for you.

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