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  5. Trust Platforms Leave the Green Screen Behind: Moving from High Touch to High Tech

Trust Platforms Leave the Green Screen Behind: Moving from High Touch to High Tech

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4 June 2014
William Trout

Abstract

Bank trust companies have largely remained backwaters in terms of adopting 21st century technology and business practices, relying on high-touch, personalized service to keep clients happy. Today, however, client expectations, competition for assets, and the need to scale the business are making modernization of the trust business imperative.

In Trust Platforms Leave The Green Screen Behind: Moving From High Touch To High Tech, Celent looks at ways the trust industry can turn back years of declining market share and regain its competitive position. Celent also considers how trust accounting system vendors can support this objective. As the report makes clear, technology will play a key role in helping trust companies find their delivery sweet spot and break the traditional industry tradeoff between high touch service and scale.

The report also looks at other trends relevant to the client experience, including the increasing adoption of mobile tools and technology and the role of back office technology and clean data in enabling client service enhancements. The report concludes by recommending steps banks can take to break down silos and enable a consistent, cross-channel experience.

“Clients view investments they hold within an institution as a whole, not in terms of separate brokerage, trust, and bank channels. Banks must look beyond the vertical technology structures that exist today and develop integrated platforms consistent with the client perspective,” says William Trout, Senior Analyst with Celent’s Securities & Investments Group and author of the report.

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