Reality vs Perception: Industry Views On Customer Tech Adoption

Create a vendor selection project & run comparison reports
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
26 October 2020
Neil Sheehan

COVID-19 Pulse Survey of US Wealth Managers

Abstract

Since the beginning of government-mandated lockdowns in March, Arizent has conducted monthly research surveys to help its subscribers navigate the pandemic. This report analyzes responses from the fourth in the series, a survey conducted in partnership with Celent. The extent to which COVID-19 has created challenges and opportunities for customer engagement and how wealth management firms are responding is explored.

From a wealth management perspective, Celent recognizes that, when looking at efforts to engage and support customers over the long term, respondents are overconfident in employee digital fluency and underconfident in customer digital fluency. We agree with respondent support that both digital and in-person human-to-human customer engagement will win in the “new normal,” but insist that they cannot overlook the need for a digital client experience strategy where trust is delivered digitally in conjunction with human advice. In addition to reviewing the survey results, the report concludes with four things wealth managers must do to emerge stronger post-pandemic.

Download a sample of the report here.

Subscription required

Access to this content requires a Celent research subscription.

Subscribers should sign in to access this research.

Insight details

Insight Format
Reports
Geographic Focus
North America