The fourth iteration of Alpha’s Wealth Management Annual Digital Readiness Survey provides key insights into how the industry is moving forward on its digital journey. This year’s survey included over 25 firms with broad representation across EMEA covering ~£1.1 Trillion AUM and has been undertaken when firms have had the opportunity to reflect on the impact that the global Coronavirus pandemic has had on their operations.
Overall, the industry feels that it is making headway with digital enhancements; 71% participants now feel they are “Getting Organised” on the maturity curve shown below.
The sector has demonstrated high levels of resilience to the immediate lockdown restrictions and economic impacts, managing to avoid significant service disruptions with clients continuing to show faith in the industry as a good custodian for their wealth. The pandemic has served some benefit in illustrating to senior leaders the criticality of a digital capability that supports the traditional high-touch face-to-face service, but progress in delivering such a service remains limited. Culture, technology and data all rated as key challenges.
The key findings surfaced in this comprehensive survey are as follows:
The results of this survey, taken alongside our recent research into Client Portals, only serve to reinforce the need for WMs to merge digital and traditional channels in their service propositions. The challenge WMs face is years of under-investment across the industry into the culture and awareness of digital and the technology and operating solutions to deliver a multi-channel experience. However, WM clients are sticky and WMs have a great opportunity to bounce back, provided they can construct a roadmap that delivers a step-change in service propositions quickly and continuouslyKenn Taylor, Director, Head of Wealth Management
Competitive dynamics in the market have been increasingly shaped throughout the last year by three factors in particular; catching up with digital expectations, changing risk appetites, and strong AUM flows. These have culminated in the increased growth and momentum behind the shift to digital. With the drivers of industry landscape in mind, the key takeaways for firms looking to progress their digital agenda this year are:
- Seize the opportunity to execute on Test & Learns. The industry has proven the fact that they can work well in remote and digital ways, now the focus should shift towards executing new approaches quickly and efficiently
- Establish and agree effective digital strategies for firmwide adoption. Internal consensus can be crucial requirement for reaching the next stage of your digital journey. Prioritising investment and co-ordinating resources ensures efficient deployment and continued improvement
- Build the Organisation with “New Age” skills. Concentrating on the People and Process aspects of digital can help define a new more Agile organisation, allowing business and technology to work together to shape and deliver on a new digital agenda