What's Next in Digital Client Communication? Innovative Tools For Success - Executive Summary

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Executive Summary

Anna Schneider

Senior Research Analyst

Anna Schneider researches and analyzes market data, conceptualizes and writes research reports, and presents research to relevant networks in international settings. Anna is focused on researching the Asian wealth management landscape. She is especially focused on the China’s financial services sector, including how it is impacted by disruptive technological, economic, legal, and regulatory developments, and the related implications for wealth management industries worldwide. Anna holds a double master’s degree in Chinese-European economic and business studies from the Southwestern University of Finance and Economics in Chengdu, China, and the Berlin School of Economics and Law in Germany. She also holds a bachelor’s degree in Asian studies and management from the University of Applied Sciences in Constance, Germany. Anna is fluent in English and holds an Advanced Certificate HSK 6 in Chinese. Her native language is German.

Recent research assignments and publications include the following:

Wealth Management in Asia
Mobile Apps for Wealth Management Benchmarking
Thinking Beyond the Crisis: Developing a Strategic Approach to Mobile Communication
I, Advisor: Implementing AI Throughout the Client Journey
Mobile Trading on the Rise - Background, Trends, and Relevance for Wealth Managers

Explore the functional highlights of different types of communication technology like analytics and messenger aggregation, see how others in the industry leverage these new technologies and get an overview of the specific vendor landscapes.

This report examines innovations in client communication — namely, the channels advisors use to contact clients and vice versa. From how analytics can help advisors more efficiently prepare for client meetings to how high-volume advisors can use tools like messenger aggregation to scale up personalized communication, this report explores the functional highlights of different types of communication technology, offers insights into how others in the industry leverage these new technologies, and provides an overview of the vendor landscape related to each. Cutter members have access to the full report and related content.

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Dec 09, 2024 Client Portal Solutions Report In this research, we discuss how a well-designed client portal can benefit asset managers and their end clients, in addition to members' current state and challenges with their portals. We explain various client portal capabilities, the types of portal vendors, and evaluate the vendor solutions. Oct 06, 2025 Vendor View: Evolving the Wealth and Asset Management Service Model Sponsored Video 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.