Virtual
Event Summary
In a rapidly shifting landscape where client expectations are shaped by digital convenience and personalized service, wealth and asset management firms face a critical question: how do we deliver exceptional service across an increasingly diverse client base? The answer lies in embracing hybrid service models that combine the human touch with digital flexibility.
This webinar will explore how leading firms are rethinking service delivery to accommodate generational differences, evolving communication preferences, and the need for operational efficiency. Participants will gain insight into how to craft a hybrid model that not only improves client experience but also scales sustainably. We'll discuss practical examples of how hybrid delivery, ranging from high-touch human service to low-touch self-service, can be orchestrated through thoughtful workflow design, role specialization, and strategic use of technology.
Forget the binary of self-service versus high-touch humans. The future is a spectrum, and success depends on how well firms adapt their service models to meet clients where they are.
Key Takeaways:
- Why hybrid service is the future: Understand the shifting expectations of different client segments and why a one-size-fits-all model no longer works.
- Human + Tech = Scalable Personalization: Learn how firms can pair human expertise with digital tools to create tailored client journeys without overwhelming operational capacity.
- Meeting clients where they are: Explore strategies to align service models with generational preferences, from digital-native Gen Z to high-touch baby boomers.
- Operational readiness: Discover what infrastructure, workflows, and staffing strategies support a flexible hybrid model from onboarding through ongoing servicing.
- Real-world examples: See how innovative firms are designing service tiers and communication options to deepen relationships while improving efficiency.
Sponsored by:
Speakers
Cutter
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Dru Holmquist
Consulting Principal - Distribution
Dru Holmquist has over 30 years of experience in the financial services industry. He has developed expertise across asset management distribution, investment management, and wealth management technology and operations. Dru is a successful senior leader with a deep track record of collaboration initiation, strategy design, team building, program management and process innovation. He has conducted strategy programs for CRM, client mastering, data architecture, client reporting, client onboarding, trading, research, and portfolio management capabilities. His knowledge spans the equities, fixed income, municipals, commodities, private debt, private equity, real estate, farmland, agri-business, and timber management sectors, as well as the following vehicle types: Mutual Funds, Closed-end Funds, ETFs, UCITs, UITs, Institutional Separate Accounts, SMAs (traditional, dual contract and models), LPs, 529 Plans and REITs.
Prior to joining Cutter Associates, Dru served as Managing Director of Technology for Nuveen Advisory Services, the business organization responsible for delivering the investment and asset management expertise of Nuveen. Dru was responsible for all business applications and technology that supported the Sales, Client Service, Marketing, Product and Fund Administration business teams. He oversaw the deployment of Salesforce as a CRM application, that unified multiple investment manager affiliates by redesigning the lead generation process, sales pipeline stages, sales reporting, distribution analytics, marketing analytics, and client engagement model. In addition, Dru implemented a product and account master, and initiated the business case to begin a client master effort. He was the technology leader that owned the business transformation efforts for the advisory services organization.
Guests
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Cindy Griffin
Financial Services Vertical Marketing Manager, Smart Communications
Cindy Griffin is the Financial Services Vertical Marketing Manager at Smart Communications. She has more than 25 years of experience in financial services marketing and business development, performance analysis, product and risk management, and compliance integration. Cindy has broad knowledge of the financial services space having worked for institutional investment managers, retirement services providers, and wealth managers in a variety of roles. In addition, Cindy worked in business development for a software provider with a primary focus on the financial services vertical.