Gartner Research

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

Published: 26 December 2018

ID: G00373956

Analyst(s): Darrin Courtney


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



  • 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

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client