The Next Generation Desktop: Reigniting Advice Delivery

by William Trout, June 8, 2017
Vendor Reviews
North America

Abstract

Firms are investing in desktop technology as a way to boost efficiency and drive client retention and cross-sales.

Celent has released a new report titled The Next Generation Desktop: Reigniting Advice Delivery. The report was written by Will Trout, a Senior Analyst with Celent’s Securities & Investments practice.

The desktop serves as the hub for all advisor-related activity, overseeing the transmission of information from customer touchpoint into the workflow and back. The nearly universal desire, among managers, for advisors to spend more time in front of the client is driving desktop adoption. A data mart can be used to match identifiers across business units and achieve an enterprise view of the customer. Onboarding tools can be used to seed the CRM with customer information in advance.

“Advisors look to their desktops to help them keep pace with an evolving regulatory environment, increasing customer demands, and changing product and process requirements,” commented Trout.

“Far from describing a 1980s era workstation, however, the concept of the modern desktop implies vast power over data, and by extension, the relationship with the customer,” he added.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

Introduction

2

Supply Meets Demand

3

 

The Contenders

3

The Desktop As Concept

5

 

Breadth and Depth

5

Role of the Advisor

7

 

Client Sales Vs. Client Service (and Satisfaction)

7

 

Overlapping Functionality

7

Toward the Unified Desktop

10

 

Data Pool

10

Looking Ahead

12

Leveraging Celent’s Expertise

13

 

Support for Financial Institutions

13

 

Support for Vendors

13

Related Celent Research

14

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