Post on 23-Jun-2020
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Trends in Wealth management
Klant behoefte
Technologische ontwikkelingen
Personal, Robot or hybrid advice?
Future of Private banking
Exponential developments
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Trends in Wealth management
Klant behoefte
Technologische ontwikkelingen
Personal, Robot or hybrid advice?
Future of Private banking
Who is your Future advisor?
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Agenda
Trends in Wealth management
Technologische ontwikkelingen
Klant behoefte
Personal, Robot or hybrid advice?
Future of Private banking
22
Activation Orientation Intake Analysis Advice Execution Monitoring
Efficient, personal adviceEngage & attract Stay relevant
1
Profile clients
and prospects
Targeted
marketing
Automated
advice
Pre-populate
intake
Relevant calls
to action
Peer-based
insights
2 3 4 5 6
Predict client
needs & cluster
into peer groups
Trigger clients
based on their
personal situation
Ease the intake by
smart predictions
Support and
trigger actions
based on peers
Automate advice
to bring down
costs & complexity
24
Agenda
Trends
Technologische ontwikkelingen
Klant behoefte
Personal, Robot of Hybrid advice?
Future of Private banking
25
Market trends Wealth management
Nieuwe technologie
Toename mogelijkheden
met AI, machine learning
en big data
Personalisatie & gemak
Optimale clientjourney
wordt de standaard
Data beschikbaarheid
met PSD2 en de opkomst
van data aggregators
komt er veel data digitaal
beschikbaar
26
Nieuwe technologie voor de fin. marktHigh Performance Computing AI / Machine Learning
UX / Investment decision making Blockchain
27
Together, with your data combined with
open data we can help solve your
toughest problems and grow your
business. With Google Cloud, our
infrastructure is your infrastructure. Our
tools are your tools. And our
innovations are your innovations.
Sudar Pinchai – CEO Google.
Every company will become a
data company
33
Data,
wat zien we,
begrijpen en geloven we wat we zien?
=> bepaal welk doel je wilt bereiken met de beschikbare data
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Big data
Sterke toename door de volgende ontwikkelingen:
Volume (90% van de data in the wereld is van de laatste 2 jaar)
Velocity (snelheid is belangrijker dan hoeveelheid)
Variety (verschillende data bronnen, social media, health data, nieuwe
devices: data ‘autonomous cars’)
40
Welke bron van informatie moeten we gebruiken voor goede dienstverlening?
1.Antwoorden die een klant geeft in een voorgelegde vragenlijst?
2.Meten hoe de klant heeft gehandeld in het verleden?
3.Andere methodieken / bronnen……?
=> Verschillende bronnen die ‘big data’ genereren!!
42
Van big data naar persoonlijk advies
Big data
Persoonlijke data
Maatwerk advies
Klantprofielen
Data
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DatabronnenCompanies with
core activity
data
aggregation
Products
within
company
Investment
products
Mortgages Automatic
valuation of
houses
Pensions
&
Insurance
US X X X X X
NL X X X X X
Germany X X X X
UK X X 2019
Sweden X X
Denmark X X X X
Finland X
France X
Belgium X
Canada X
Other X
46
Beschikbaarheid van data over verschillende landen
US
Netherlands
Germany
UK
Sweden
Denmark
Finland
France
Belgium
Canada
Other
Different sources are further in different countries
100%
47
Agenda
Trends
Technologische ontwikkelingen
Klant behoefte
Personal, Robot of Hybrid advice?
Future of Private banking
48
Klantbehoefte HNWI
Wensen ten aanzien van dienstverlening:
Totaal overzicht financiën
Gemak
Pro-actieve begeleiding
Snel vragen beantwoorden (digitaal / persoonlijk) geeft vertrouwen
Onafhankelijk (transparante benadering)
49
Klantbehoefte HNWI
Rol en toegevoegde waarde adviseur:
Keuzes obv gemak, vertrouwen
Compleetheid van dienstenpakket
Overziet de complexiteit
Intake persoonlijk
Update 1 / per jaar of twee jaar
Validatie bij advies / keuze
Onderbouw waarom het advies goed is
=> vertrouwen
Advies en executie in 1 hand => gemak
Second opinion
50
Agenda
Trends
Technologische ontwikkelingen
Klant behoefte
Personal, Robot of Hybrid advice?
Future of Private banking
51
Activation Orientation Intake Analysis Advice Execution Monitoring
Revenue
per client
How do we maximizeboth revenue and engagement,
while minimizing costs?
Client
dropout
52
3 models
Digital client journeys &
online portalsDedicated
advisor tooling
Omnichannel insight,
advice & guidance
hybrid personaldigital
Personalized, engaging
experience
24/7 insight into past and
current investments
High-quality investment
advice or guidance
Top-of-the-line performance
Holistic financial
planning
Efficient what-if &
optimization
Detailed insight into risk
and return
Common interface for
advisor & client
Interactive engagement
& guidance
Multiple channels,
synchronized
+
+
+
+
+
+
+
++
+
53
3 models
Digital client journeys &
online portalsDedicated
advisor tooling
Omnichannel insight,
advice & guidance
hybrid personaldigital
Personalized, engaging
experience
24/7 insight into past and
current investments
High-quality investment
advice or guidance
Top-of-the-line performance
Holistic financial
planning
Efficient what-if &
optimization
Detailed insight into risk
and return
Common interface for
advisor & client
Interactive engagement
& guidance
Multiple channels,
synchronized
+
+
+
+
+
+
+
++
+
Te duur voor veel
mensen, ‘advice-gap’
55
3 models
Digital client journeys &
online portalsDedicated
advisor tooling
Omnichannel insight,
advice & guidance
hybrid personaldigital
Personalized, engaging
experience
24/7 insight into past and
current investments
High-quality investment
advice or guidance
Top-of-the-line performance
Holistic financial
planning
Efficient what-if &
optimization
Detailed insight into risk
and return
Common interface for
advisor & client
Interactive engagement
& guidance
Multiple channels,
synchronized
+
+
+
+
+
+
+
++
+
Te duur voor veel
mensen, ‘advice-gap’
Te onpersoonlijk (nog),
Hele simpele cases
(1 portefeuille – 1 doel)
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Persoonlijk advies versus robo advies
Robo advies Investment advies
(simpel)
Persoonlijk advies Financieel advies (planning)
(complex)
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Client segmentation based on client behaviorBusiness models under pressure
HNWI
Private
Banking
Mass
affluent
Retail
Market
DelegatorsAdvice
SeekersValidatorsSelf-
Directed
Direct model for self-directed
Multi-Channel full service model
Tailored self-service model
Direct model for retail market
58
Client segmentation based on client behaviorBusiness models under pressure
HNWI
Private
Banking
Mass
affluent
Retail
Market
DelegatorsAdvice
SeekersValidatorsSelf-
Directed
Direct model for self-directed
Multi-Channel full service model
Tailored self-service model
Direct model for retail market
59
Client segmentation based on client behaviorBusiness models under pressure
HNWI
Private
Banking
Mass
affluent
Retail
Market
DelegatorsAdvice
SeekersValidatorsSelf-
Directed
Direct model for self-directed
Multi-Channel full service model
Tailored self-service model
Direct model for retail market
60
Use case: PGGMClient journey client – 3 stappen, max 5 minuten
Huidige situatie
Eerder stoppen
Minder werken
Specificatie berekening van:
Belastingdienst
UWV
Pensioenregister
Nibud
Benodigde data en bronnen:
Aanpassen levensstijl
Specificatie berekening van:
Aanvulling klant
Kleiner wonen
Spaargeld inleggen
Direct inzicht in “Activatie trigger”
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Agenda
Trends
Technologische ontwikkelingen
Klant behoefte
Personal, Robot of Hybrid advice?
Future of Private banking
65
3 models
Digital client journeys &
online portalsDedicated
advisor tooling
Omnichannel insight,
advice & guidance
hybrid personaldigital
Personalized, engaging
experience
24/7 insight into past and
current investments
High-quality investment
advice or guidance
Top-of-the-line performance
Holistic financial
planning
Efficient what-if &
optimization
Detailed insight into risk
and return
Common interface for
advisor & client
Interactive engagement
& guidance
Multiple channels,
synchronized
+
+
+
+
+
+
+
++
+
Te duur voor veel
mensen, ‘advice-gap’
Te onpersoonlijk (nog),
Hele simpele cases
(1 portefeuille – 1 doel)
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Predictive
engagement
Toolbox for hybrid advice
Activation Orientation Intake Analysis Advice Execution Monitoring
Advisor
tooling (UI)
Economic
scenarios
Goal-based
planning
Calculation
engine (APIs)
Robo-advice
& optimiser
Goal
monitoring
Upload
digital data
Data
analytics / AI
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quality of
advice
time spenton advice
time savings
quality &
consistency
gain
added value of
advisor
traditional advisory process
new advisory process
automated advice
Efficiency en consistentie in het adviesproces
73
Future of Private banking: hybrid advice
Financiële planning monitoring op real time basis voor elke cliënt, 24/7
Financieel advies wordt grotendeels (simpelere cases geautomatiseerd)
Investment advies wordt geautomatiseerd
Inzicht en advies in 5 minuten
Volledig afgestemd op de behoefte en doelstellingen van de cliënt
Rol van adviseur verandert naar coach
Inzet van specialisten
Gemak: Zoveel mogelijk services die voorzien in gemak aangestuurd vanuit 1 punt
Onafhankelijke opstelling
Globalisering => cross border services
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