Listen to this week’s episode

Episode 155

On this week’s episode of Next Mile, I sit down  with Julie Littlechild, Founder and CEO of Absolute Engagement. Julie is a recognized leader in client engagement, investor behavior, and referral growth. Through years of advisor and investor research, she has helped firms better understand the emotional drivers behind client decisions and build stronger, more personalized advisory relationships.

We discuss why understanding how clients feel is just as important as understanding their financial goals. Julie explains how behavioral data—especially around confidence and concerns—helps advisors uncover more meaningful conversations, personalize communication, and strengthen trust over time.

We also discuss why client experience is becoming a key competitive advantage, how AI should enhance rather than replace human connection, and practical ways firms of every size can create experiences that resonate with both today's clients and the next generation.

Key Takeaways

•  Personalization starts with understanding what matters most. Advisors who know what clients are worried about can tailor conversations, communication, events, and resources in ways that feel genuinely relevant instead of generic.

• Technology should amplify human connection. AI and behavioral insights are most valuable when they create more time—and better context—for advisors to build trust, empathy, and lasting relationships.

• Client experience is becoming a true competitive advantage. Operational efficiency is increasingly expected. The firms that stand out will be the ones that consistently make clients feel understood, supported, and confident about the future.

Quotes

"Think about the experience not only as the conversations that advisors have with their clients, but the communications they share, the events that they run, and the offer that they have in place." ~ Julie Littlechild

"We are at a point now where we can see the connection between data, technology, and human connection. I think we're starting to understand that, 'If I can capture this insight and have this data and do that effectively, comfortably, and consistently, I can create a more human experience.'" ~ Julie Littlechild

"Efficiency does not set you apart. No one ever said, 'My life has been impacted by my advisor because they have some incredible workflows.'" ~ Julie Littlechild

Links

• Julie Littlechild on LinkedIn

• Absolute Engagement

• Good to Great

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• Milemarker.co

• Kyle on LinkedIn

• Jud on LinkedIn

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Kyle Van Pelt