WM Market Reports
EXCLUSIVE: Client Personalisation, Experience Biggest Issues For Wealth Management Tech - Report

MyPrivatBanking has released its latest report which analysed and ranked the features and capabilities of "behind-the-login" areas of client portals of 15 wealth managers worldwide.
According to the latest MyPrivateBanking
report, wealth managers’ websites and mobile apps lack quality
personalisation and consistent client experience, which means
they miss opportunities to engage and satisfy clients.
This was the main conclusion of the report, Behind the Login
of Wealth Management 2018 - Seamless client journeys and deep
personalisation key to future success, which analysed and
ranked the features and functionalities of the behind-the-login
area of the client portals of 15 wealth managers worldwide. The
report was published exclusively by this news service.
It found that 60 per cent of wealth managers have not implemented
an omnichannel structure for their digital operations. Only 40
per cent of wealth managers in the analysis have a consistent
offer of functions and features across channels, and 80 per cent
of them have consistent branding and style across devices.
MyPrivateBanking said that this means they neglect important
back-end integration that enables firms to harvest data and track
clients, making it possible to deliver a customised service.
The survey raises a long-running theme about how wealth management firms, coping with compliance burdens and the need to squeeze efficiency gains, can use technology to deliver services that look tailor-made for individual clients.
Tailored
Among other findings, the survey found that 53 per cent of wealth
managers do not offer their clients tailored portfolio
recommendations, and 37 per cent do not include content and
features adapted to the individual user’s location and
preferences.
However, although some of the findings appear negative, wealth
managers overall have improved when it comes to the quality of
digital strategy and innovation in the past year, with an
increase in the average score in this category - from 50 per cent
in 2017 to 73 per cent in 2018.
In the MyPrivateBanking tech rankings, DBS Private Bank earned
top spot in 2018 with 23.5 points out of a maximum of 25 points
followed by two wealth managers who share the second rank: BNP
Paribas and UBS, both achieving 22 points.
Not yet over
MyPrivateBanking said the industry must understand that digital
transformation is not over. The rising popularity of technologies
like smart speakers, virtual assistants, and AI-driven
intelligent chatbots will continued to disrupt wealth management,
and firms must be prepared for changes.
It also found that building a good customer experience is
paramount to the tech apps and websites. Clients should be able
to complete a full customer journey no matter what device, time,
location, or task is involved.
And lastly, top-rated wealth management solutions are highly
personalised, but clients also want to maintain some control over
the tech.
“Wealth managers made some commendable improvements in the fields
of personalisation of client-only digital presences and have
improved considerably in digital strategy and innovation in the
past year, shown by a 23 per cent increase in the average score
in this category [compared] to last year’s evaluation.” said
MyPrivateBanking’s senior analyst Onawa Lacewell.
“However, we still see wide inconsistencies in wealth managers’
offers across functional areas with some areas, like security,
yielding a high score and others, such as advanced communication
features and utilities, performing poorly.”