In this episode of 16 Ways from Sunday, Mark Mersman interviews Mike Lover, Vice President of TCA by E*Trade. Mike talks about the importance of process; specifically, he discusses his background in process refinement and some of the challenges his company (Trust Company of America) face before, during, and after being acquired by industry juggernaut E*Trade. He also discusses one major change he thinks may take place in the financial services industry (and what advisors can do to position their practice for the change).