Consumer adoption of digital technologies has skyrocketed during the pandemic, which has also fueled consumer expectations for digital experiences. Businesses (including financial advisors) that invest in digital tools reap dividends in the form of improved overall customer satisfaction.
A new three-part study from the Money Management Institute and Aon Group examines the emerging trends and gaps between client expectations, advisor perceptions and companies’ ability to deliver in the post-pandemic era.
“Investors and advisors’ perceptions of the digital experiences and tools offered by the financial services industry are determined by the types of interactions they are accustomed to in other areas of their daily lives, such as e-commerce or media consumption,” Craig Pfeiffer, MMI President and Chief Executive Officer The executive said in a statement.
The second part of the study looked at the digital experience of investors and advisors, particularly in relation to the adoption and satisfaction of existing tools.
Check out the gallery for six ways wealth managers can improve their clients’ digital experience.