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Part 2: Building data maturity
The data-driven wealth manager of 2030 has a huge opportunity to cater to the mass market. But challenges in the industry persist restricting progress. Its clear wealth managers understand the importance of improving data maturity but are faced a number of barriers. In part 1 of this series, we looked why the industry considers itself a laggard when it comes to data maturity and the challenges wealth managers face. Now we’ll explore how wealth managers can overcome these hurdles and build data maturity.
There are five core steps that wealth managers need to ensure are in place before they can even start thinking about improving data maturity.
The holy grail of effective data exploitation will be personalised, multi-channel customer experiences that are constantly evolving. That means delivering the right blend of human and digital interactions to suit each individual’s needs. It means lowering the cost of service without lowering the quality of service. It also means recommending and tailoring products and services to suit each person’s risk appetite and financial goals in a way that is scalable.
Until now, wealth managers haven’t been able to serve large numbers of customers cost-effectively. However, this will change as increasingly sophisticated tools and analytics begin to make personalised, automated advice a reality. Trust will be key to getting this right - but trust is hard to gain, and easy to lose. As an industry, wealth management has a way to go to build a trustworthy reputation in the mass market. As wealth managers start becoming more data-driven, they must actively focus on building a trusted brand with the needs of their customers at heart, while emphasising care and transparency around how customer data is used.
As companies get better at delivering high-quality advice automatically, relationship managers will be freed up to focus on building rapport and trust with clients. The role of wealth relationship managers is therefore set to change.
13.10.22
Sam Beeby , Head of Wealth & Advice Management, Banking & Financial Services Consulting, UK&I, Cognizant
04.10.22
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