Vendors
日本語

Reality vs Perception: Industry Views On Customer Tech Adoption

Create a vendor selection project
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.
We are waiting for the vendor to publish their solution profile. Contact us or request the RFX.
Projects allow you to export Registered Vendor details and survey responses for analysis outside of Marsh CND. Please refer to the Marsh CND User Guide for detailed instructions.
Download Registered Vendor Survey responses as PDF
Contact vendor directly with specific questions (ie. pricing, capacity, etc)
25 October 2020

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.