Building Trust


Webinar - Building Client Trust and Loyalty by Closing the Expectations Gap

Tuesday, July 12, 2016
1:00 – 2:00 p.m. (ET)

Topics Covered

Join the IAA and CFA Institute for a webinar to discuss the study From Trust to Loyalty: A Global Survey of What Investors Want. The study revealed a gap between what clients expect and what advisers deliver. The presenters will discuss the level and nature of trust and loyalty within the investment community from the perspective of both individual and institutional investors. Panelists include advisory firm leaders who will offer insights about how to use the study’s findings to strengthen client relationships and bridge the gap between client expectations and client experiences.


  • Diane Garnick, Chief Income Strategist, TIAA
  • Kurt Schacht, CFA, Managing Director, Standards & Advocacy, CFA Institute
  • Loraine B. Tsavaris, Managing Director, Rockefeller & Co.
  • Karen L. Barr, President and CEO, IAA (Moderator)


Registration for the live webinar has closed. Click the "Register" button on this page to order the webinar recording.

IAA Members and IAA Associate Members: The live webinar and recorded webinar are complimentary. (Registrations made on or before July 8 are automatically registered for both the live webinar and the recording.)

CFA Institute Members: The live webinar and recorded webinar are complimentary. Please enter your discount code. (Registrations made on or before July 8 are automatically registered for both the live webinar and the recording.)

Non-Members: The live webinar is $250 (per computer logon). The recorded webinar is $250. The cost for both is $475.


For questions regarding this webinar, call (202) 293-4222 or email

About the Presenters

Diane Garnick is a Managing Director and the Chief Income Strategist at TIAA – the leading financial services provider for the not-for-profit market offering a wide range of financial solutions, including investing, banking, advice and guidance, and retirement services. An industry thought leader with two decades of experience structuring retirement and investment solutions, Ms. Garnick is responsible for advancing the strategy, development, and modernization of TIAA's lifetime income solutions across the firm’s portfolio of products and services. In this role she is also charged with helping to simplify the complexities surrounding lifetime income products for the thousands of institutions and millions of individuals TIAA serves.

Kurt Schacht is Managing Director of the Standards and Advocacy division of CFA Institute. He is responsible for all efforts to develop, promulgate, and maintain the highest ethical standards for the investment community including CFA Institute Code of Ethics and Standards of Professional Conduct, Global Investment Performance Standards, CFA Institute Research Objectivity Standards, and CFA Institute Soft Dollar Standards. He directs efforts to represent the views of investment professionals to standard setters, regulatory authorities, and legislative bodies worldwide on issues that affect the practice of financial analysis and investment management, education, and licensing requirements for investment professionals, and the efficiency of global financial markets.

Loraine B. Tsavaris is a Senior Client Advisor and a Managing Director of Rockefeller & Co. Loraine works with high net worth individuals, families and family offices in addition to working on growth-oriented initiatives for the firm. She is a member of the Board of Directors of Rockefeller Trust Company, N.A. Prior to joining Rockefeller & Co. in 2008, Loraine was at U.S. Trust for 37 years where she served across a range of senior-level positions, with a critical role in growing the company's various high wealth businesses. In her last position, she served as Managing Director and Principal of U.S. Trust's Multi-Family Office Group, where she advised the company's wealthiest clients with the most complex needs and developed the company's ultra high net worth business into a national platform. Loraine received a J.D. from Brooklyn Law School and a B.B.A. in Economics from Pace University. She is admitted to practice in New York, Connecticut and the U.S. Supreme Court. She is a Vice President and Trustee of Big Brothers Big Sisters of New York and Trustee of the Council of Senior Centers and Services of New York City.

Karen L. Barr is President & CEO of the Investment Adviser Association, a trade association that exclusively represents the interests of SEC-registered investment advisers. The IAA’s nearly 600 member firms manage more than $19 trillion in assets for a wide variety of institutional and individual clients. Prior to joining the IAA, Ms. Barr was in private practice at Wilmer, Cutler & Pickering, where she represented clients in SEC investigations and securities regulatory matters. She received her B.A. degree, magna cum laude, from the University of Pennsylvania, and earned her law degree, cum laude, from the University of Michigan.

Paid Registration Cancellation or Substitution

For paid registrations: Cancellations and substitutions must be received in writing no later than 5:00 p.m. (ET) Friday, July 8, 2016. There are no refunds for cancellations received after this date. Email your requests to