Growing Investment in Client Digital Experience

The future generations of clients are found to be more digital and mobile as compared to the retirees, who dominate books of business today. Furthermore, because new clients hold a greater expectation level about transparency and the quality of their advisor’s web offering, the study mentions that “The entire idea of what constitutes good service is being upended: rather than insisting on hand-holding from an advisor, on the phone or in person, a young client may find personal service inconvenient.” To add on, the report asserts that approximately 80% of high net worth client groups expressed that they would consider leaving a firm that does not integrate its communications channels.

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