For this video, we spoke with Tomas Hurcik, CEO and Co-Founder of Orca, at our Swiss WealthTech Live event that took place in Zürich, and asked him to share his thoughts on why Client Experience is increasingly important in wealth management today
Customer experience has always been important – it’s just got more important over time
It’s fair to say that customer experience has always been an important topic, it’s just come more and more to the fore over time. This is particularly the case in the High and the Ultra High Net Worth segments, attributable mostly to the sheer complexity of wealth. New asset classes, investments being made across multiple geographies in a regulatory environment that is also becoming increasingly complex…this has added a significant amount of friction to the delivery of great customer experience. Many might think that the more money the investor has, the better the service level, but sadly, this doesn’t appear to always be the case!
It stands to reason that the most important clients with the most assets certainly expect – and should receive – great service, and if this is not the case for these segments, then it might not be the case for other demographic segments either. Which could present a significant risk to financial services firms.
