Day One: Tuesday, May 14, 2019, Implementing Effective Digital Transformation To Exceed Client Needs
7:45 am - 8:35 am Registration and Continental Breakfast
8:35 am - 8:45 am Welcome Remarks & Icebreaker
8:45 am - 9:00 am Chairperson’s Opening Remarks
9:00 am - 9:25 am Keynote Case Study – The Robo Perspective: Shaping Client Centric And Innovative Digital Experiences That Resonate
The ability to be truly client centric comes from tech savvy advisors that have mastered efficiencies with client management. That’s exactly what Ellevest is discussing in our inaugural keynote session at Digital Wealth – marrying efficiency, innovation and technology in wealth management to better serve clients. Hear from the head of Product as she talks through their female-focused digital platform and how they are better serving the needs of today’s HNW client.
· The background and creation of the Ellevest platform – why and how
· Defining your user types and the ways that you communicate with them to create the experiences they want
· Identifying the best ways for your organization to gather client feedback
· Collecting insights from client feedback and distributing to your internal stake holders in order to align the digital experiences you’re creating with your clients’ needs and expectations
· Aligning clients with needs with the digital experiences you’re creating in order to remain competitive
9:25 am - 9:55 am Keynote Case Study Remix - Meeting The Needs Of Today's Consumer: Building Products From The Ground Up To Solve Key Customer Issues
Today’s consumers have high expectations of the products they use, both in the flexibility of the experience, as well as how it reflects on their values. In this session, we’ll discuss what those expectations are, and what it means for product development.
- Changing needs of the modern investor
- How technology drives personalization across all aspects of the product
- Role of impact investing in thinking holistically about customer goals
9:55 am - 10:25 am Keynote Panel Discussion - Servicing Your Clients’ Needs With The Optimal Platform
Speakers:
Patrick Leary VP, UX Manager, Digital AllianceBernstein
Gail Griffin Head of Digital Platforms, US Intermediaries T. Rowe Price
Marcia Reid Senior Vice President – Head of Digital Client Experience Systems Brown Brothers Harriman
Bob Miller Vice Chairman & CEO Private Client Resources
Michael Rodgers EVP Head of Innovation NY InvestCloud
Patrick Leary VP, UX Manager, Digital AllianceBernstein
Gail Griffin Head of Digital Platforms, US Intermediaries T. Rowe Price
Marcia Reid Senior Vice President – Head of Digital Client Experience Systems Brown Brothers Harriman
Bob Miller Vice Chairman & CEO Private Client Resources
Michael Rodgers EVP Head of Innovation NY InvestCloud
What does it take to build and rolling out an effective digital platform? The challenge is to create something that is flexible and responsive to differing client needs and offers the right tools for them to achieve their wealth goals. This panel of senior wealth and asset managers will review their platforms – pros, cons and pitfalls to avoid.
•Starting a digital platform from scratch that will meet your clients’ expectations and needs
•Understanding the pros and cons of using client interviews and surveys to build new platforms
•Working through the challenges of effectively aggregating custody, held-away and alternative holdings information to provide a 360° view
•Working around the limitations of privacy and personalization to provide the services your clients want
•Building a platform that will positively affect your clients’ wealth management goals
•Distinguishing between the needs of UHNW and HNW client segments and building adaptive platforms that will positively affect each groups unique wealth management goals
Marcia Reid
Senior Vice President – Head of Digital Client Experience SystemsBrown Brothers Harriman
10:25 am - 11:10 am Morning Refreshment & Networking Break & Speaker Q&A
Get more face time with the speaker faculty. They’ll be in the Exhibit Hall during every break answering your questions, and helping you problem solve.
11:10 am - 11:35 am Asset Management Town Hall: Using Data Driven Marketing To Identify Your Advisory Targets
Asset management companies are still struggling to adopt digital technologies and take advantage of the opportunity to become more data driven organizations. This interactive session, which is driven heavily by audience questions, will discuss the way that companies can enhance their operations with a data driven approach.
· Using data to better personalize the client experience
· Using predictive analytics and historical data to build accurate models
· Thinking about using algorithms to better analysis data and forecast results
· Looking at using scenario based analytics to analyze and predict future outcomes
11:35 am - 12:05 pm Keynote Panel – The Evolution Of Wealth: Transforming Your Digital Strategy
Speakers:
Will O’Rielly SVP, Director, Investment Consulting Group SunTrust Bank
Natalie Rubenoff VP, Customer Experience Manager, Digital Strategy Nuveen
Mike Balsam VP, Digital Manager, Wealth Digital and Innovation Wells Fargo
Mark Richards VP of Product Jemstep
Michael Carvin CEO & Co-Founder SmartAsset
Will O’Rielly SVP, Director, Investment Consulting Group SunTrust Bank
Natalie Rubenoff VP, Customer Experience Manager, Digital Strategy Nuveen
Mike Balsam VP, Digital Manager, Wealth Digital and Innovation Wells Fargo
Mark Richards VP of Product Jemstep
Michael Carvin CEO & Co-Founder SmartAsset
In order to effectively implement digital tools there needs to be a long term strategy that takes both business goals and customer needs into consideration. The rise of robo advisors, tech savvy clients, and a generational shift and transfer of wealth are just some of the disruptive forces causing incumbents in wealth management to rethink their products and strategy. This session will be a close look at defining a digital roadmap that doesn’t create confusion or a disconnect between internal goals and end-user goals.
· Successfully implementing digital tools
· Working in alignment with the customer needs and expectations to remain relevant
· Creating a feedback loop with customers and internal stake holders in order to create the products and experiences the clients want
· Aligning internal goals and strategy with your clients’ needs in order to be competitive
12:05 pm - 1:05 pm Lunch for all attendees
12:05 pm - 1:05 pm Private Lunch
Hosted by Mastercard
Track A: Technology And Internal Support To Drive Innovation
1:05 pm - 1:15 pm Chairperson’s Afternoon Remarks
1:15 pm - 1:45 pm Fireside Chat Remix - Build Versus Buy: Getting The Most ROI From Your Technology
Is it possible to build the tech that you need in-house? Some institutions can, while others are constrained with resourcing and in-house skillsets to do so. In this session we’ll discuss the ways wealth institutions are implementing new tech – via build v. buy. You’ll hear opinions on both sides of the equation.
· Looking at models that allow financial organizations to partner with fintech players while containing risk
· Looking at the decision making process for building technology in-house versus buying and integrating into your current systems
· Thinking about your size and resource capabilities when evaluating build vs. buy
· Staffing appropriately depending on your decision surrounding technology implementation
Track B: Client Acquisition And Onboarding
1:05 pm - 1:15 pm Chairperson’s Afternoon Remarks
1:15 pm - 1:45 pm Panel Discussion Remix: Identifying The Resources Needed To Execute Successful Online Marketing Campaigns That Attract New Clients
There is a tremendous amount of competition for HNWI and also many ways to try to reach these potential clients. However, part of the challenge is identifying how much time and effort to put into new client acquisition, when existing clients need to be catered to as well. This session will look at:
· Using cost effective marketing strategies
· Understanding how to use marketing automation tools to support the effectiveness of your campaigns
· Implementing marketing software that will draw people to your website without the need for manual marketing processes
· Using online marketing channels to proactively reach out to prospective clients
Interactive Track for Wealth and Asset Managers
1:05 pm - 1:45 pm Senior Executive Wealth Management Boardroom
Boardrooms are a great opportunity to meet like-minded senior executives. You’ll be able to network and share best practices around your digital transformation challenges
1:45 pm - 2:10 pm Case Study - Modernizing Your Legacy Systems In Order to Support Your Digital Goals
Legacy systems might be the most difficult barrier to overcome in order to achieve an effective digital transformation, but overhauling these systems
requires a tremendous investment of time, money, and internal resources. How can wealth management firms truly be innovative when the legacy systems already in place are in the way? In this session we’ll talk about:
•Analyzing the types of emerging technology your infrastructure can support in order to be innovative
•Migrating to the cloud in order to improve security and handle data more efficiently
•Implementing solutions that would streamline workflows and improve employee experiences
•Getting the support that you need to support your digital goals
Lisa Brown
Vice President, Client Solutions and Information SystemsFerguson Wellman Capital Management
1:45 pm - 2:10 pm Fireside Chat – Using AI To Attract Clients And Exceed Their Expectations
This session will take a close look at the ways in which you can use AI to both attract new clients and keep current clients happy.
1:45 pm - 2:20 pm Senior Executive Management Boardroom (continued)
Boardrooms are a great opportunity to meet like-minded senior executives. You’ll be able to network and share best practices around your digital transformation challenges
2:10 pm - 2:40 pm Afternoon Networking & Refreshment Break
Use this opportunity to mingle and meet your peers and check out the solutions in the Wealth Tech Lab!
2:40 pm - 3:10 pm Case Study Remix: Leveraging Consumer Research to Deliver Innovative Personalized Solutions
Case study of Voya Financial’s process for driving innovation to improve personalization, with a particular focus on high net worth individuals. Overview of how Voya leverages consumer research into the driving forces behind Americans’ financial needs to deliver more personalized solutions for customers in its workplace business. See in action how Voya leverages behavioral finance research and insights into mega consumer trends to drive its innovation program.
3:10 pm - 3:40 pm Closing Panel Remix - Shaping The Ideal Client Experience To Exceed Their Expectations
Tech companies like Amazon and Google are in fact influencing client behavior in the wealth space. These companies have given consumers flexible, mobile-first consumer experiences, and HNWI are expecting the ease of service and convenience within wealth management, as they see outside of the industry. How can wealth management draw inspiration from tech companies to better serve their clients? In this session we’ll talk about:
•Mapping out the future digital client experiences in wealth management
•Using lessons learned from start ups to deliver successful client experiences
•Distributing products and services through multiple channels to meet your client’s expectations
•Meeting your clients’ expectations at every interaction point in order to remain competitive
2:40 pm - 3:10 pm Case Study Remix: Whether They Swipe, Type or Print: How to Build Exceptional Experiences for Every Customer
In this session, Vivek Bedi will share how Northwestern Mutual went through a complete digital transformation in the past three years with the goal of developing winning digital experiences for every client. Whether for those starting out on their financial journey to retirees, learn how to strike a balance among what various client segments expect from a digital experience while also designing personalized, customizable features to keep them satisfied and loyal to your company. In this session, Vivek will discuss:
· Building technology with every customer in mind (including future customers!)
· Reorganizing into “Pod” teams to follow the customer journey
· Understanding customers through deeper user analysis
· Helping customers think of your product or industry in a new light
3:10 pm - 3:40 pm Closing Panel Remix - Building Effective Platforms: Making The Digital Wealth Client Experience Easy And Seamless
Investment platforms are inherently complex and not particularly intuitive. In order to improve their client relationships and attract new clients, advisors want to provide digital platforms that provide easy experiences. This session will look at:
· Identifying how to change features of your digital platform that your clients are struggling with
· Providing your clients with educational content that will increase their understand of the platform
· Simplifying your platform so that it’s visually appealing and easy to use
· Increasing client retention by providing digital platforms with the features they want
3:40 pm - 4:40 pm Welcome Reception
After a busy day, enjoy a refreshing drink, delicious apps and mingle with your new friends at the Digital Wealth Reception!