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What changes when financial planning starts with the person, rather than the product?
In this episode of PROpulsion LIVE, Francois du Toit speaks with Russell Ho, CFP®, one of the 2026 FPI Financial Planner of the Year finalists, about the human-first approach he has built into his financial planning practice.
Russell works through what he calls his Three Hats.
First, he approaches the conversation as a financial therapist and behaviour coach, seeking to understand the client’s money story, fears, beliefs and behaviour.
Second, he steps into the role of lifestyle financial planner, helping the client build a roadmap around the life they want to live.
Only then does he put on the third hat, financial adviser, where technical advice, products and solutions enter the conversation.
We unpack what this looks like in practice, including:
Why understanding the person comes before analysing the numbers
What happens in Russell’s first conversation with a prospective client
How therapeutic listening can help planners get beyond surface-level answers
Why vulnerability plays a role in his client process
How he structures a personalised first-year client journey
Where AI may change the technical side of financial planning
Which human skills planners may need to develop further
What Russell has learnt from becoming a 2026 FPI Financial Planner of the Year finalist
Practical changes planners can make in their own client conversations
The bigger question behind the conversation is:
What does a human-first financial planning process look like in practice, and why does it matter more as AI gets better at the technical work?
If you are a financial planner, adviser or practice owner thinking about the future of advice, client relationships and where human advisers continue to add value, this conversation will give you plenty to think about and apply.
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