Digital client engagement ‘the norm’ for next generation

The report, now in its 15th year, is based on a survey of 804 financial planners concluded in May 2018.

This year’s study found that digital client engagement will be the norm for the next generation of financial planners and that platforms and planning software providers must collaborate to meet planners’ top advice and technology needs.

Netwealth has taken the lead in platform satisfaction, followed closely by Colonial First State’s FirstChoice. AdviserLogic leads in planning software satisfaction for the third year running.

Aside from the traditional face-to-face client review meetings and regular check-ups over the phone, financial planners most often keep their clients engaged through email newsletters (55 per cent) or online access to view their portfolio (35 per cent).

However, the vast majority of planners (88 per cent) are keen to use a wider range of digital-based methods to interact, update and disseminate information to their clients.

“The younger generation of planners are driving the move to an interactive digital client experience, with many already conducting client meetings online,” Investment Trends research director Recep Peker said.

“They expect tablet-enabled client meetings and the use of interactive modelling tools during client meetings to become the norm.”

Technological advancement is rapidly increasing consumer expectations. Platform and software providers, therefore, cannot afford to rest on their laurels and must be ever cognisant of the evolving expectations of planners and their clients, according to Mr Peker.

“From seamless mobile and tablet functionality to paperless client authorities, providers have to future-proof their functionality and tools from both a design and a delivery perspective.”