Qn 1: What’s the number one thing your customers want, and what matters to them most? 

Answer: As different clients have different needs, it’s all about making things personalised and intuitive for them. Someone who has just embarked on their financial journey is looking for something much different from someone who is soon retiring. What is essential is to listen to our clients and tailor the investment advice to their unique needs.

Qn 2: What strategies have you used to address the digital gap?

Answer: A stale piece of paper that cannot be customised gets left to the wayside. In contrast, customizability attracts clients and allows them to overcome obstacles on their own. On the business front, synchronising the back-end and making sure the different partners and processes within the company work together are key for a smooth digital client experience. 

Qn 3: Which solutions do you currently, or have tried to, use to address the digital gap? 

Answer: It is much easier to converse with clients about portfolios when speaking from the perspective of what they’re passionate about. For instance, with digital technology, it is easier for clients to invest in ESG. This also means for wealth managers, the funds bought and included in portfolios have to be assessed with ESG considerations. The struggle is that ESG means something different for everyone and it is important to consolidate what factors your clients prioritise. From there, portfolios can be personalised for each client.