The Case for Human Touch in a Digital FX World

In recent years, fintech has changed the way people move money internationally. With everything from app-based transfers to automated checks and faster settlement systems, sending funds across borders has become far more straightforward. But that simplicity doesn’t always hold up when the numbers get bigger.

When individuals or businesses move large sums of money, different priorities are at play. Here, automation alone doesn’t always meet the moment. The stakes are higher, the margin for error narrower, and the appetite for human advice stronger.

The Limits of Automation in High-Value Transfers

There’s no question that automation has improved the FX experience, particularly for low-value transfers. Users can send money from an app in minutes, often at better rates than banks offer. For small, recurring transactions, it works well. But as platforms push for scale and self-service, many have moved away from real-time human support, and that’s where things get more complicated.

Timing matters. So do regulations, paperwork, and exchange rate volatility. Knowing when to convert funds, whether to hedge exposure or hold off for a more favourable rate, often requires market insight. Algorithms can react, but they don’t always explain. Clients moving large sums often value having a human sounding board, especially during major economic or geopolitical shifts.

When the amount being sent is significant, clients want more than speed. They want someone who understands the mechanics, can flag potential issues, and help them navigate uncertainty with confidence.

When the Numbers Get Bigger, So Do the Risks

Transferring £5,000 and transferring £500,000 are two very different tasks. The latter is often tied to a high-stakes transaction: a property purchase, an inheritance, a business deal. The tolerance for mistakes is low, yet the range of risks is higher.

A 1% movement in the exchange rate on a £500,000 transfer equates to a £5,000 difference. Delays due to AML checks or incomplete documentation can derail deadlines.

These aren’t issues most apps are designed to help with. They’re also not the kinds of problems most users want to troubleshoot on their own.

That’s where support, actual, personal support, comes in.

As reported by Reuters, Barclays plans to hire up to 100 additional advisers in its private banking and wealth division. That move shows one thing: when the sums are serious, clients expect access to real people, not just digital platforms.

Real Support Still Matters

Technology has simplified international transfers, particularly for everyday transactions. But when larger amounts are involved, people often look for something more than speed. These transactions tend to be personal. It might be the sale of a home, a business move, or money tied up in a family decision. The numbers are bigger, and so is the need to feel someone is paying attention.

That’s often when people want a real person in the mix. Not to replace the tech, but to back it up. If something unexpected comes up, or the process starts getting complicated, having someone to call who knows the details can be a real relief.

As reported by Reuters, Barclays plans to hire up to 100 additional advisers in its private banking and wealth division. That move shows one thing: when the sums are serious, clients expect access to real people, not just digital platforms.

Why One-Size-Fits-All Doesn’t Work in FX

Most FX apps are built for speed and ease of use, which suits everyday transfers just fine. But things get more complicated when you’re moving larger amounts. The rules aren’t always the same. Different countries have different documentation needs, tax reporting requirements, and banking thresholds. And if one of those details gets missed, a simple transaction can quickly become stressful.

This is where standardised services often start to fall short. Moving £500,000 isn’t the same as sending £200 to a friend. The process might involve approval delays, unfamiliar regulations, or timing issues that a typical interface won’t flag. In cases like that, having someone who understands the detail, and can spot the problems before they happen, becomes a real advantage.

Combining Tech and Trust

Some firms are taking a different tack, even if it goes a little against the grain. Currencyflow, for instance, a currency broker launched earlier this year. It’s not trying to out-tech the market. In fact, its whole pitch is built around the idea that sometimes, picking up the phone still matters.

In a year when everyone is talking about embedded payments, AI-driven onboarding, and real-time APIs, the fact that there’s space for a more personal, specialist-led service is telling. If nothing else, it suggests that speed and scale alone don’t cover every use case.

And for many clients, that support has real value. According to McKinsey research, nearly 80% of affluent clients said they would be willing to pay more for access to human financial advice, even when digital options are available. The study points to a clear gap in the market. While digital platforms scale efficiently, they don’t always deliver the personal reassurance that high-value clients continue to prioritise.

Reimagining Service Around the Client

None of this signals a retreat from digitisation. The speed and efficiency of modern FX platforms have clearly raised expectations. But in certain cases, human input is not just helpful. It’s essential.

As automation becomes the default, personal service is becoming the exception. And that exception is increasingly valued by those handling larger, more complex transfers.

When people are moving large amounts of money, it’s rarely just about finding the platform with the most features. What they really want is some sense of control, and the confidence that if something goes wrong, they’ll be able to get help from someone who understands what’s going on.

Automated systems are great, up to a point. But when there’s more on the line, many clients still prefer to talk to a real person. It’s not always about speed. Sometimes, it’s about feeling like someone’s actually paying attention.

There’s a difference between moving money and managing risk. For everyday transactions, technology delivers. But for high-value transfers, the human factor still carries weight.

Platforms that understand this, that offer both speed and specialist support, are likely to stand out as cross-border payments continue to evolve. Because for some clients, the question isn’t how fast the money moves. It’s how confidently it does.