Earlier this year in Zürich, Switzerland, we interviewed Tomas Hurcik, CEO and Co-Founder of Orca at our Swiss WealthTech Live 2024 conference.
This all day event provided valuable insights into all things WealthTech in and around the Swiss and international wealth management sectors. The extensive discussions and debate covered the most pressing topics of the moment, while engaging market participants from private banks, cantonal banks, external asset managers, family offices, technology vendors, consultants, and more who shared their views, experiences and vision for the future.
We caught up with Tomas during the event and talked about how to best serve the HNW and UHNWI segments in wealth management today and going forward.
Tomas started out by saying: “Customer experience has always been important – it’s just got more important over time.” He adds: “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.
Watch the video to hear Tomas’ thoughts on the relevance of Client Experience in delighting the HNW and UHNWI segments in wealth management today.
