Audio Transcript

Hyper personalisation is the ability of a service to provide real-time customization of offerings, content and client experience at an individual level.
You have probably experienced it using a BigTech service provider like Amazon, Netflix or Spotify: when a new film or tv series aa song or an artist is proposed to you that best match your preferences according to your client experience and profile.

Can hyper personalisation be adopted also in wealth & investment management? Of course, it can, and I believe you should!
if you want to meet client expectations & capture future growth segments.
In order to be able to hyper personalise your client experience, you must be able to capture across the complete client journey at all different touch points personal information about the client that you should be able to use to real time personalise your offering and communication to the client.

You might ask your self, isn’t it what a good private banker, advisor, investment manager should already be doing with his clients since decades?
Yes it is! but the times they are a-changing , and we are living in a digital post-pandemic world. Investors expect portals, Apps, Advisor to be empowered by digital tools smart algorithms to personalise their wealth management experience and understand them, even before to become a client! In what we can call the pre-client experience.

The Client becomes the center of what we call, hyper-personalisation loop, that starts when the client first approaches the wealth management firm and continues for the whole duration of the relationship.

Across this journey there are several touchpoints where the client characteristics, preferences and family circumstances are captured incrementally and used to provide personalised content, education, proposals, reports. This touches several areas of the wealth management liecycle like be-spoke risk profiling assisted by behavioral science, AI supported product recommendations, presenting dynamic educational or promotional content in portal and apps based on customer analytics and more others that we will address, in more details, in the next podcasts.