This is why you don't understand...the "customer" for pensions/fund managers is not the end-user, it is financial intermediaries (in most countries anyway, the level of disintermediation varies, some do market themselves to individuals i.e. Vanguard but most do not, the commission does not go to the customer).

All of the technology to do away with this exists now and existed before blockchain. But most of these companies haven't implemented because they aren't native tech companies (I don't think people understand on here, these places don't have any software engineers, they hire consultants, their idea of a "tech guy" is the guy who sorts out the Microsoft licences) and the cost saving is only realised if everyone adopts it.

With blockchain, it allows you to decentralise a whole set of computational logic that was previously performed by hand, and you change how people interact with that.

It all seems totally puzzling...because most people assume that these businesses are already using technology, when they aren't. Blockchain incentivizes business transformation across the supply chain, which allows you to remove cost from almost every level.

The question of actual customer support is not going away, it will never go away. That is what financial advisers are for, they are actual customer support.

Classic HN though, a bunch of people who don't work in an industry pontificating about how that industry works...genius.

There's nothing to support. The block chains immutability means no takebacks. The phone line can just have a message on repeat "Sorry, nothing can be done. The Blockchain is the source of truth." Customers can then just hang up knowing that it's the real world that is wrong and not a thing on chain. This is blockchain realism at its finest.