A New Customer Experience Model in Financial Services

Much has been said about the rise of robo-advisors in the financial services industry. With tens of billions of dollars being invested in these online platforms, it is undeniable that consumers are craving the speed, efficiency and data that they can provide. While many of us agree that no computer can offer the one-on-one relationship that a client-advisor relationship can, we would be remiss to ignore this growing trend.

Some advisors react to the rise of these platforms by dismissing the trend and lamenting about the good old days when an account application could fit on a postcard. What they should be doing is exploring why robos are so appealing and what aspects of that technology could be incorporated into their practices.

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Given projections for a 100,000 financial advisor shortfall over the next 10 years, successfully recruiting next-gen advisors has taken on added urgency for both our industry as a whole and the wealth management firms seeking to thrive within it.

Meeting this demographic challenge head-on is complicated by the evolving nature of wealth management. Increasing numbers of breakaways forgoing the wirehouse model, as well as the growing presence of aggregators, consolidators and private equity, are altering the landscape. The expansion of W-2 models in the independent space is redefining what it means to be independent. At the same time, technological innovation, particularly AI, offers great promise and an equal amount of trepidation.

The generational differences next-gen advisors and their clients bring to the table – priorities, expectations, skills and values – present yet another challenge when it comes to effectively engaging this group. However, meeting next-gen advisors where they are is a solid recruiting practice some firms can’t get their arms around. There’s a reason firms currently thriving in the marketplace with younger advisors are enjoying success…Read More