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Wealth Management Firms Accelerate Digital Investments to Power Hybrid CX

How to become more hybrid through digital innovation and client-obsessed precision

Research carried out by Forrester shows that the client landscape has been drastically altered by COVID-19. The vast majority of clients surveyed are more willing to put their trust in human advice—but firms are simultaneously facing new demands around service capacity and heightened convenience.

In this context, leading firms are finding ways to fuse the best of digital and human capabilities. Many are reinventing their sales models through hybrid client engagement, leveraging innovative technologies such as messaging apps, advanced data retrieval, and AI capabilities. Such a shift presents a central challenge for firms today: building a digital ecosystem that augments the delivery of human-centric wealth management.

Forrester’s latest insights paint a clear picture of cutting-edge CX: it takes client preferences as a directive, and prioritizes a hybrid, omnichannel delivery model. To make it happen, knowing your customer and knowing your business have never been more important.

Download the full report to understand:

  • The landscape of client preferences today—and how they are clustered around different financial tasks.
  • How leading firms have expanded digital delivery while keeping services human.
  • Actionable insights for implementing a hybrid CX strategy that is tailored to your firm.
  • Tools for identifying high-value customer journeys and getting your strategic priorities sorted.
  1. Build A Dynamic Digital Banking Roadmap

    Build A Dynamic Digital Banking Roadmap

    Discover how to turn a bank's strategy into action with an approach that supports ongoing innovation and agility. Learn key facts from industry cases such as Bank of Montreal, Monzo, Bank of America and others.

  2. Humanise your Digital Member Experience

    Humanise your Digital Member Experience

    As mutual organisations, building societies claim to be member-centric. However, most have yet to prioritise meaningful interactions with their members, limiting their ability to create a member experience that builds trust and loyalty.

  3. The State of Digital Insurance

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    With the onset of 2020’s COVID-19 pandemic, the mass migration to digital services came to define customer preferences—and insurance was no exception.

  4. Global Private Banking Trends

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    Today’s private banking clientele want their advisor interactions to be augmented by digital capabilities—but this must be done strategically. So, how can banks take meaningful action guided by changing the landscape of client preferences?

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