We have been looking at the key findings from Capgemini’s World Report Series 2025, with the first two posts focusing on boosting engagement through consistent, timely client interactions and expanding value delivery for next-gen HNWIs.

These first two recommendations are, rightly so, centered on the client experience. The third and final finding, however, shifts the focus to the adviser or relationship manager. 

Common RM challenges

In general, RMs are not pleased with the tools currently available to them. According to Capgemini, 47 percent of RMs are dissatisfied with their firm’s digital enablement, which is leading to higher levels of turnover. 

For those that stay (or before they decide to leave), the day-to-day productivity is suffering because of this due largely to poor interaction tools and an insurmountable admin load. 

The client perspective

These challenges do not go unnoticed by clients, who the report claims are becoming tired of insufficient reporting, slow updates, or a lack of insightful personalised advice. And yet, there is still the issue of loyalty. More often than not, clients are likely to go with an adviser if they move to a new firm. In fact, 62 percent of next-gen HNWIs claimed this would be the case for them. 

Keeping up with trends

If steps are not taken to empower RMs and advisers, these issues are likely to exacerbate in the coming years. For example, Bain & Company expects the wealth management market to double in size, “exceeding US$500 billion in revenue by 2030”. The result of this is to increase the ratio of clients per adviser to around 300 – a number that is only possible to manage if there is a balance between digital tools and channels alongside “human interactions for critical or complicated episodes.”

And firms are already embracing this reality. Morgan Stanley implemented an AI assistant that drafts emails and meeting summaries for its 15,000 wealth advisers. This has been shown to save around 30 minutes per meeting, so that advisers can focus more on client engagement.

How Unblu helps relationship managers and wealth advisers

At Unblu, we offer a digital client interaction solution that gives relationship managers and wealth advisers the ability to communicate and collaborate more effectively and authentically with clients. 

The mix of AI-enhanced secure messaging, Video & Voice, and visual collaboration facilitates the exchange of ideas, information, and documents, without compromising data security or regulatory compliance. We also partner with top financial technology providers to deliver seamless, secure integrations across the wealth advisory tech stack. These integrations ensure rapid deployment and alignment with industry standards  –  enabling institutions to leverage Unblu within their existing CRM systems, RM workbench, and client portals.

To put it simply, our easy-integration capabilities equip advisers with tools to scale service while also reducing admin load.

Here is how:

1. CRM and RM workbench integration
To empower advisers in the face of mounting demands, Unblu’s integration with CRM systems – via the Adviser NativeUX workbench – ensures productivity and service continuity without compromise. By embedding messaging and collaboration capabilities directly into the advisory platform, wealth managers can streamline their daily workflows. 

Everything advisers need, whether chat threads, client documents, call records, or profile data,  is accessible through a single, unified interface. This not only eliminates platform-switching friction but also enhances each interaction. Conversations are context-rich and tied to client records, maintaining a clear, continuous history that supports more insightful and personalised service delivery. With this unified workspace, relationship managers are better equipped to handle growing client books while preserving the human connection that drives trust.

2. Flexible custom integrations – Adviser NativeUX
Integration is perhaps the most important factor in ensuring that new tools help – and do not just get in the way. Adviser NativeUX gives firms full control to embed messaging and collaboration directly into adviser platforms, CRMs, or client lifecycle tools – without disrupting the user experience. From custom UI elements and branded animations to seamless JavaScript API integration, every touchpoint can be tailored. Advisers can initiate interactions from within CRM panels, while the advanced theming engine ensures a consistent, role-specific visual experience.

Here is an overview of the key integration capabilities:

• Full UI and branding control - cutomise icons, layouts, animations and interaction flows to align perfectly with internal tools and brand identity.
• JavaScript API intergration - build conversation lists, notifications, and interactions directly into app — no iframes or external widgets.
• Adviser-side interaction API - trigger chats, video or co-browsing directly from CRM panels or adviser tools.
• Advanced theming engine - deliver differentiated visual experiences by team, role or business unit.

3. Authenticated client access
We are all aware of the importance of secure client interactions. And yet many communications either take place over risky email channels or inappropriate (and incompliant) messaging apps for convenience.  

Secure all client interactions behind your existing wealth portal or app login, removing the need for identity verification callbacks. This streamlines operations and ensures a compliant, low-friction experience for both clients and advisers.

4. AI-powered adviser enablement
There is no ignoring the massive impact that Generative AI is having on the industry. While it is true that the wealth management industry would not lose out to a fully AI alternative – you will lose out to competitors who use AI better than you. 

Here is how generative AI can help boost adviser productivity and deliver tailored client engagement.

Case in point: how our customers are using Unblu to full effect

A leading wealth firm showed how equipping relationship managers with integrated, modern tools can enhance client satisfaction and streamline operations, especially as informal messaging becomes more prevalent.

The results included: 

• Increased front-office productivity by reducing manual coordination and context loss
• Higher RM adoption through intuitive, in-workbench experience
• Full compliance without sacrificing user familiarity or convenience

A multinational investment bank and financial services firm is redefining how clients and advisers communicate by positioning secure messaging as a preferred alternative to email – comparing service quality and satisfaction across both channels.

Results:

Empower RMs – empower your firm

To retain top talent and meet rising client expectations, wealth firms must rethink the adviser experience. By investing in intuitive, integrated tools that reduce admin burden and support meaningful engagement, they not only improve adviser satisfaction but also strengthen client loyalty in an increasingly competitive landscape.

Read the original article here.