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How customer experience is shaping the future of wealth management

Customer experience – shaping wealth management future

Examining the role of customer experience in wealth and long-term savings organisations.


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The changing customer experience landscape

The wealth management industry is undergoing a time of significant global change. From disruption from fintechs and other digital challengers, to an ever-increasing regulatory burden and changing customer attitudes, wealth managers are being pressured on multiple fronts. Traditional boundaries between wealth segments are beginning to blur, and models for accumulating and managing wealth are converging.

In our latest global thought leadership Refocus on the customer: How customer experience is shaping the future of wealth management, we investigate the role of the customer experience. We conducted in-depth interviews with senior executives across a variety of traditional and digital wealth managers in eight global markets: Australia, Canada, Mainland China, Hong Kong, Singapore, Switzerland, the UK and the US.

We examine the following areas in the thought leadership:

  • role of the customer experience in the success of wealth and long-term savings organisations
  • latest industry and technological developments for customers
  • lessons and examples from other sectors
  • critical features of winning firms in wealth management.

Creating customer focus: How can firms respond?


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Digital needs chart

Winning for customers - now and years to come

As firms consider their current position and strategy for the road ahead, the critical considerations are:

  1. Who their customers are today and in the future
  2. Inspiring trust through empathy
  3. Offering genuine usability and personalisation
  4. Delivering value for money

If you would like to discuss our findings in more detail please contact your local KPMG advisers.

© 2020 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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