Disrupt & Advance – Going Digital
The panel discussion, hosted by the software house Comarch, focused on how Wealth Management is “going digital”, discussing the new tools that are transforming the client and advisor experience, how to win new clients, and retain existing ones.
Maureen shared her views with the panel on how an Omnichannel experience and digitising client relationship management, to improve the customer experience, is becoming more of a differentiator across the highly competitive wealth management segment. She talked to growth areas such as customisation and personalisation of the wealth management experience, where wealth managers are leveraging data analytics to give true “point in time” curated experiences and personalisation based upon interaction and sentiment patterns.
Maureen believes that when developing an Omnichannel strategy, you need to ensure that you align your strategy with your wealth management target segmentation, whether that be retail, High-net-worth (HNW) or Ultra high-net-worth (UHNW). While the retail and mass market wealth management segment generally enable a more end-to-end self-service experience, it is important in the HNW and UHNW segments to bring a balanced approach of continued “White Glove” service with the added option of self-service features. In all cases, your digital strategy shouldn’t mandate interaction, but rather makes these touchpoints more meaningful.
You can listen to the full webinar here, along with Maureen’s interesting insights into the problems that can arise with digital transformation strategies and how to avoid them.