Digital Wealth Asia Forum 2019 Singapore - Exclusive Insights - Timothy Neville

Timothy Neville of FNZ

Jun 21, 2019

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1. What is the client experience that clients are looking for?

Video transcript

1. What is the client experience that clients are looking for?

On the digital layer, digital wealth management or financial services need to be efficient, need to be seamless, and need to save time. The engagement factor is not something, we think, is at the front of people’s minds. What is really critical about the client experience is they need to be given individualized solutions. What was traditionally reserved for just private banking customers, who paid a lot of money for a very high-touch tailored service, needs to now be taken into the mass affluent segment using technology. Robo-advisers, therefore, become part of that story; more algorithmic matching to customer objectives will start to produce individualized portfolios for customers at a very cheap price. You'll get platforms now that'll have 200,000 customers, and every one of those customers could potentially have a different portfolio on that same platform. Technology's delivering that, not people.

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