The Evolution of the Wealth Management Client Experience

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Onawa Promise Lacewell, PhD

Director, Consulting

Onawa Promise Lacewell has a research focus on the impact of disruptive technologies on the financial services sector and on the client-facing technology that wealth managers use to support the digital experience of UHNW and HNW end clients. Specifically, she is interested in how wealth managers use digital portals and mobile apps to support the client experience of UHNW and HNW end clients. Onawa holds a PhD from the University of Missouri.

Recent research assignments and publications include the following:

Behind the Login of Wealth Management Client Portals
Benchmarking of Value-Added Services for UHNW clients
The Rising Popularity of Family Offices
AI Throughout the Wealth Management Lifecycle
UHNW Benchmarking

This research benchmarks how firms provide, position, and promote their UHNW offerings. Across 20 different criteria, we evaluate the UHNW services of 12 of the top private banks worldwide and wealth managers with strong positions in the UHNW market.

Within the wealth management industry, firms continue to build out their service offerings for UHNW clients. Ongoing trends are pushing wealth managers to expand their analog and digital Comprehensive Wealth Management (CWM) offers. This research focuses on understanding the complexities of the CWM model and benchmarks how leading UHNW-focused private banks and wealth managers provide, position, and promote their CWM services.

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Additional insights on

Advisor Services

Sep 21, 2021 End-to-End Advisor Platforms: Enabling the Bionic Advisor Report End-to-end advisor platforms offer a promising way for wealth management firms to arm their advisors with an all-inone digital toolbox. But not all end-to-end platforms are created equal. This report profiles eight leading providers of all-in-one technology platforms for wealth advisors, examines which features and functionalities are need-to-haves and which are nice-to-haves, and discusses which solutions are particularly useful for different types of wealth management firms. The research also examines the current state of the industry, discusses future trends for digital advisor desktop technology, and offers a set of concrete strategy recommendations for firms weighing an end-to-end advisor solution. Jun 23, 2020 Family Office Popularity: What’s Behind It and How Wealth Managers Should Respond Report This research explores how the rising popularity of family offices with ultra-wealthy clients impacts traditional wealth managers.