Gartner Research

Enhance the Collaboration Experience in Client-Facing Technology to Improve Digital Empathy

Published: 26 December 2018

ID: G00373956

Analyst(s): Darrin Courtney

Summary

Client-facing tools and enhanced digital interactions are priorities for wealth firms, but offerings currently fall short, resulting in low client ratings and usage. CIOs delivering the digital banking experience can enhance digital empathy by optimizing digital collaboration.

Table Of Contents

Introduction

Analysis

  • Existing Client-Facing Technologies Requiring Collaboration Focus
    • Client Portals
    • Document Vaults
    • Financial Planning Collaboration Tools
    • On-Demand Reporting
    • Robo Advisors and Retail Automated Advice
    • Social Media Tools
    • Videoconferencing Technology
    • Client-Driven Account Aggregation
    • Mobile Apps and Text Compliance
    • Prioritization Approach
  • Emerging Client-Facing Technologies Requiring Collaboration Focus
    • Chatbots and NLP-Powered Solutions
    • Collaborative Robo Advisors for HNW and UHNW Clients
    • Artificial Intelligence (AI) for Client Solutions
    • Client-Supporting Fintech Partners
    • Internet of Things (IoT) and Wearables
    • Virtual Reality (VR) and Gamification
    • Screen Sharing and Co-Browsing
    • Prioritization Approach

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