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

Answer: Building and maintaining trust is really important as we’re dealing with multi-generational wealth. This is why when we build a digital platform, things related to cyber security are especially important. However, while the platform must be secure, it must be highly accessible as well.

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

Answer: For client families, our strategies revolve around education. We not only educate them on how to use digital investment platforms but also about how wealth management is going to make their lives better.

From an internal point of view, we’re focused on building the right systems and putting the right platforms in front of our clients. This includes beta testing new platforms and getting feedback from clients on how to improve them for launch.

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

Answer: We’re looking to build a wealth management tool that clients can interact with. Some families are very hands-on and want to be a part of the planning process while others are less so. Understanding that our clients have different preferences, we use the Microsoft suite of tools to offer them personalised interactive analysis to better execute their own vision. Through the interactive platform, we’re stepping away from the actual asset management to ask clients what is truly important to them, what goals they have, and showing them how their decision will influence the final outcome.