The Client Experience Roundtable in London brought together leading voices from the UK wealth management sector to confront a central challenge: how to redefine the client experience in a market shaped increasingly by generational expectations, digital urgency, and strategic personalisation.
The roundtable provided a crucial perspective into where the industry is heading — and what firms must do to stay ahead.
Client experience as a strategic differentiator
A recurring theme throughout the event was how client experience (CX) has grown from a peripheral concern to a board-level imperative. Once dismissed as a ‘soft’ metric, CX is now deeply entwined with regulatory expectations, competitive differentiation, and brand loyalty.
Technology and the resulting CX are now intrinsic elements of the Bank of England’s expectations for operational resilience, outsourcing, and IT, even beyond the well-discussed ramifications for the Consumer Duty.
The firms leading this charge are leveraging real-time insights, appointing dedicated CX roles, and embedding client-centric thinking into enterprise strategy — while also managing to reduce the cost-to-serve across the client base.
This shift also means replacing inappropriate or inefficient communication channels like email, which put organisations at risk and harm the customer experience. But it also means enhancing the human connection through secure, collaborative, and intuitive digital interactions, ensuring advisers are better equipped to deliver tailored and impactful experiences at scale.
Segmentation and personalisation: the CX frontier
The roundtable made clear that the future of CX is personalised, not generic. Wealth managers must move beyond one-size-fits-all service models. Differentiation now lies in dynamic segmentation and contextual relevance. Adaptive service design, too, has a measurable impact on clients' willingness to refer. Achieving this differentiation requires firms to blend behavioural data, client preferences, and life-stage insights into actionable, real-time engagement strategies.
To achieve this evolution, financial institutions need the tools to deliver segmented digital advice journeys that adjust in depth, tone, and timing based on individual client needs. Unblu’s capabilities adapt to the specific context, addressing the unique nuances of individual or group interaction needs. That may mean sparking conversations with an outbound message to a specific client, or broadcasting the same one to many.
You can also maintain long-term, on-off, asynchronous conversations with individuals, or engage in high-touch, real-time collaborations on documents or websites, within wealth portals, or more. It's not just about dashboards — it's about delivering timely, humanised support when it matters most.
Ready to dive into the report and discover more about Unblu’s article? You can read and download the report online here.
Meeting the needs of the under-55 segment
Benchmarking from Alpha FMC, and discussions at the roundtable, highlighted the persistent dissatisfaction of clients under 55 — a group that is poised to drive future growth, yet is often overlooked. This demographic expects seamless, mobile-first, end-to-end digital journeys, not digital bolt-ons. They want to act independently when desired but also expect high-value human advice at key moments.
Serving the under-55s means wealth managers must stop treating digital as an overlay. Instead, digital should be the catalyst — supporting hybrid models where routine tasks are automated, and empowering advisers to engage with greater precision and relevance.
That is why Unblu’s solutions, including Secure Messenger, Co-Browsing, and the AI-Powered Workbench adviser enablement tool, help firms create these frictionless, omnichannel journeys. These offer this key demographic direct, easy access to advisers, mirroring what they receive from leading brands in other industries.
Execution over aspiration
The technology to deliver great CX already exists — but execution is where most firms falter. Legacy systems, internal silos, and cultural inertia remain persistent obstacles. The best firms, as discussed at the event, are moving away from ‘big bang’ projects in favour of modular, scalable improvements with measurable ROI.
Unblu echoes this philosophy by helping leading private banks and wealth management firms to provide a first-class digital client experience that reflects the excellence of their traditional service level. This approach allows private banks and wealth management firms to increase front-office productivity by 25 percent, spend 5 to 10 percent more time with clients, and improve their book of business through positive, AI-driven client experiences.
Finally, a modular integration approach — and partnerships with key wealth management platform providers — mean wealth managers can implement capabilities quickly to scale with confidence. Unblu is proud to support the wealth management industry in reimagining CX – empowering firms to listen better, act faster, and serve smarter in a digital-first future.
Interested in reading the UK Toolkit 2025? You can read and download the report online here.
About the UK Toolkit 2025
The UK Toolkit 2025 report examines the shape of wealth management in the UK today, and how industry participants are responding to the challenges and opportunities of this market. It features 14 articles contributed by a range of industry participants — including wealth managers, vendors, and consultants focused on financial services. It also showcases eight technology offerings relevant to the wealth management industry in the United Kingdom.
Our broader Toolkit Report Series covers thematic, geography and wealth manager segment-focused reports, each tasked with delving into the topics and supporting technologies of relevance to help wealth managers of all types better understand how they should bring technology into their business and in which areas.
Following this third report, focused on the UK, we are publishing:
- US RIA Toolkit – discover more 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, The Wealth Mosaic 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, The Wealth Mosaic exists to support the positioning, exposure and business development needs of these firms in a more complex and demanding market.
For more information, visit: www.thewealthmosaic.com
Discover our latest reports!
- Future View Toolkit 2025 – read here
- UK Toolkit 2025 – read here
- European WealthTech Landscape Report 2025 – read here
- AI Toolkit 2025 – read here
- Client Experience Toolkit 2024 – read here
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