On a crisp morning in Zürich, Switzerland, the Client Experience Toolkit Roadshow 2024 commenced its second day, in collaboration with EY, a vision to redefine client experience (CX) in the wealth management sector. The event drew wealth managers and industry leaders eager to explore strategies and innovations aimed at enhancing client engagement in an era marked by rapid technological evolution and increasing client expectations.
Keynote address: standing out in the age of personalisation
As participants gathered at EY, they were greeted by a warm registration and networking breakfast, facilitating initial conversations and a shared anticipation for the day’s agenda. The day's proceedings were kicked off by a compelling keynote presentation delivered by Alexander Wilk, Director at the EY Centre of Global Wealth Management. His session, entitled “Standing Out in the Age of Personalisation,” served as both an enlightening foundation and strategic guide for the assembled wealth management professionals.
In his address, Alexander articulated three fundamental pillars vital for achieving success in today’s personalisation-oriented landscape:
- The "Why" - This essential pillar reiterated the necessity of remaining closely tethered to the core purpose of wealth management: to protect, grow, and transition wealth. The integrity of these principles offers a compass that must guide all interactions and organisational strategies.
- The "What" - In an environment saturated with emerging trends and potential distractions, Alexander highlighted ten pivotal industry challenges that wealth management firms must confront to maintain their competitive edge. This insightful overview provided attendees with a clear perspective on the obstacles facing the industry.
- The "How" - The challenge of outperformance, Alexander emphasized, is not left to chance. He shared twenty actionable concepts that firms can adopt to steer their operations toward excellence. Each suggestion demanded thoughtful consideration and meticulous execution.
As the session concluded, attendees left with a renewed commitment to placing purpose at the centre of their operations.
Panel discussion: delivering a modern client experience
Following the keynote address, the event transitioned to an invigorating panel discussion, expertly moderated by Dr. Ingo Rauser, Partner and Transformation Lead at EY. This session, entitled “Delivering a modern client experience,” featured an impressive line-up of industry experts, including Andreas Borg (CEO, Finfox), Sanjeev Premchand (Partner, swisspartners), Matthias Plattner (Head Channels & Digital Services, Julius Baer), Arash Sorouchyari (Independent FinTech Consultant), and David Navama (CEO & Co-founder, Storyline AI). The panel focused on taking a closer look at what really constitutes a modern client experience in wealth management. The discussion covered key themes such as shifting client segments, evolving demands and expectations, competitive dynamics, regulatory influences, and notable technological trends shaping the sector. The esteemed panellists provided a comprehensive, 360-degree analysis of contemporary CX and examined the essential elements necessary to achieve it.
An interactive Q&A session further enriched the dialogue, granting attendees the opportunity to delve deeper into the themes discussed. This engagement fostered a vibrant exchange of ideas, showcasing the collective desire for innovation and excellence in client service delivery.
Technology demonstrations and networking opportunities
In addition to the insightful discussions, participants were treated to live technology demonstrations from top vendors, including Croesus, Storyline AI, and InvestCloud. These showcases spotlighted cutting-edge tools poised to enhance client experiences and spearhead growth within the financial services industry. The interactive demonstrations underscored the vital role that technology plays in meeting today’s heightened client expectations.
As the day drew to a close with closing remarks from The Wealth Mosaic, it became evident that attendees left with more than just newfound knowledge; they departed with new connections, and a renewed sense of purpose and a collective vision for elevating client experiences in the wealth management industry.
Conclusion
The Client Experience Toolkit Roadshow 2024 in Zürich fostered an environment of collaboration, innovation, and intellectual exchange among industry leaders and stakeholders. As wealth management continues to evolve, the insights and strategies shared during this event will undoubtedly influence the fabric of client engagement in the years to come. Ensuring that purpose drives progress and innovation remains vital as participants embark on their respective journeys toward a future where outstanding client experiences are the norm rather than the exception.
ABOUT THE TOOLKIT REPORT SERIES
Following this first report on CX, this report series will publish ongoing reports mixing thematic, geography and wealth manager-segment focused releases. Next in the series, we are looking at:
• AI Toolkit 2024: October-November 2024
• Middle East Toolkit: February-March 2025
• Future Proof Toolkit: April-May 2025
• UK Toolkit: June-September 2025
• Adviser Toolkit: September-October 2025
• APAC Toolkit: October-November 2025
For participation and pricing details for our Toolkit Report Series, see the editorial programme here.
ABOUT THE TOOLKIT ROADSHOW
Following each report, we will look to deliver supporting Roadshow events. For the CX Toolkit Roadshow, we are hosting events in Geneva, Zurich, London, Singapore and Dubai in late September and into October. These are free to attend for any form of wealth manager and provide technology vendors an opportunity to sponsor or demo.
Join us at the Client Experience Toolkit Roadshow 2024 in London – discover more and register here
ABOUT THE WEALTH MOSAIC
The Wealth Mosaic is a UK-headquartered online solution provider directory and knowledge resource, focused specifically on the wealth management industry.
For wealth managers, the buy side of our marketplace, TWM is designed to enable discovery of key solutions, solution providers and knowledge resources by specific business needs.
For solution providers and vendors, the sell side of our marketplace, TWM exists to support the positioning, exposure and business development needs of these firms in a more complex and demanding market.
Discover our latest reports!
Client Experience Toolkit 2024 – read here
Swiss WealthTech Landscape Report 2024 – read here
WealthTech 2024 – read here