TCC and Recordsure joined ThoughtLab, FinTech B2B Marketing, and wealth management experts from across the globe for an in-depth discussion on how wealth and asset management firms will need to rethink their products, services and business models to meet the shifting needs of investors.
Industry experts examined critical findings from a worldwide study of 2,325 investors and 500 wealth management firms, which was released on 4th November 2021. The global initiative, Wealth and Asset Management 4.0, conducted far-reaching research into how digital social and regulatory shifts are transforming the industry, as well as the changes the COVID-19 crisis has brought upon the wealth sector.
The pandemic has been marked as a watershed event for the wealth industry, accelerating developments that were already in motion across generations and wealth levels. The study explores how a broad range of wealth and asset management providers are adapting to the profound shifts in investors’ priorities hastened by the pandemic.
Technology empowers personalised customer journeys
The dramatic shifts in investors’ behaviour are not surprising, with a pivotal evolution in attitudes having been noticeable over the past three years. COVID, climate change and advancements in digitalisation were identified as primary drivers behind these fundamental changes, whilst concerns regarding the transparency of fees and switching providers also show that investors were unhappy with aspects of the services they were being offered before.
As a result, the investment industry will need to adapt how it serves customers going forward: post-pandemic, investors not only want to be offered products and services they need, but in a way that’s most convenient to them.
TCC and Recordsure Founder and Executive Chair Joanne Smith commented: “Customisation and personalisation of wealth management products and services are very important to investors. Organisations are forced to pay attention and realise the customer journey should not be the same for everybody.”
Advances in digital technologies are providing firms with tools to support customer-driven strategies and better customer experience. These digital strategies offer better targeting and optionality, signalling a move away from a one-size-fits-all approach to unique personalised journeys.
Joanne emphasises the importance of digitalisation for wealth and asset management firms: “Putting digital products and technology at the heart of everything organisations do is the key. Digitalisation allows firms to serve the customer in a more tech-savvy way and enhance customer journeys and experiences. If organisations can grasp that, they will dominate in this market.”
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Ethics and social responsibility for competitive advantage
Investors are increasingly expecting wealth and asset management firms to be more ethical and responsible. Investors rate business practices, leadership vision and integrity as their top criteria and want their providers to have healthy, purposeful cultures.
The desire to see progress on environmental, social and governance issues is not surprising – interest in ESG investing and ESG goals spans generations and demographics. Future-oriented firms have already recognised the advantages of operating as socially responsible organisations.
This changing environment brings challenges but also new opportunities, providing firms with the chance to positively impact the world, drive change, and make a real difference for the future.
How to drive healthy organisational culture: Learn more