Toronto, Paris, June 18, 2014 -
Digital has become the pressing mandate for meeting client expectations, reducing flight risks and increasing profitability in the wealth management industry, finds the World Wealth Report 2014 (WWR), released today by Capgemini and RBC Wealth Management. The report’s Global HNW Insights Survey found that nearly two-thirds of the world’s High Net Worth Individuals (HNWIs) expect to manage most or all of their wealth relationship digitally in five years and would consider leaving their current firm if an integrated channel experience is not provided.
HNWIs across all geographies are demanding digital capabilities from firms, led by those in emerging markets. Eighty-two per cent of HNWIs in Asia-Pacific (excluding Japan), 74 per cent of those in Middle East and Africa and 70 per cent of those in Latin America expect that the majority or all of their wealth management relationships will be run digitally in five years. North American HNWIs have the lowest demand with just over half (58 percent) expecting a primarily digital wealth management relationship in five years.
Digital demands shatter some long-held beliefs
Long-held beliefs that digital is only for the young, less-wealthy or self-directed have been shattered as HNWIs expressed their digital preferences in this year’s survey.
“Demands for digital capabilities know no boundaries when it comes to age, wealth, or geography. Clients want their touch points with wealth management firms to be seamless and fully-integrated every time,” said Jean Lassignardie, chief sales and marketing officer, Capgemini Global Financial Services. “These latest
World Wealth Report findings reinforce the importance of recognizing digital as a truly disruptive force in the wealth management industry, requiring firms to adapt their business models to meet client expectations.”
Digital capabilities that inform or enable transactions most important for HNWIs
Globally, HNWIs prioritize digital interactions that either keep them informed or enable transactions. HNWIs place more importance on accessing information such as portfolio updates or investment research via websites than through in-person or phone meetings. Online capabilities are also favoured when it comes to executing transactions, a preference led by those in North America and Asia-Pacific (excluding Japan). In fact, about two-thirds of HNWIs would consider switching firms due to shortcomings in executing transactions or transferring money between accounts.
HNWI preferences become more personal, shifting to face-to-face and phone interactions when it comes to engaging with their wealth managers, particularly for advice. However, the WWR notes that this is likely to change given a high demand for digital capabilities from HNWIs under 40 across all types of interactions with firms, including twice the demand for mobile, video and social media capabilities compared to their over 40 counterparts. This heightened demand puts increased pressure on firms to adopt a digital mindset as younger HNWIs acquire greater wealth and prominence.
“Digital capabilities offer significant opportunities for wealth management firms to enhance their relationships with clients”, said M. George Lewis, group head, RBC Wealth Management & RBC Insurance. “Firms need to view digital as being essential to delivering a seamless and integrated client experience, and prioritize their investments based on how clients want to engage with their wealth managers and the firm. We have seen firsthand the growing interest in digital capabilities and continue to identify opportunities to incorporate digital technologies that contribute to the client-wealth manager relationship.'
Firms need to shift their mindset and engrain digital throughout the client experience
To remain competitive in the future and to fully capitalize on all that digital has to offer to wealth management firms and their clients, firms need to adopt a transformative mindset that engrains digital throughout their interactions with clients. Forward thinking firms will recognize that having advanced digital capability is not optional and will focus on building a digital vision that adapts to how HNWIs want to interact.
Firms that successfully make this digital transformation can deepen client relationships, reduce administrative tasks for wealth managers, drive significant savings, build a reputation as a forward-thinking firm, and ultimately improve the client experience, and boost client retention.
1 Capgemini, RBC Wealth Management, and Scorpio Partnership Global HNW Insights Survey 2014
2 HNWIs are defined as those having investable assets of US$1 million or more, excluding primary residence, collectibles, consumables, and consumer durables
The World Wealth Report 2014
The World Wealth Report from Capgemini and RBC Wealth Management is the industry-leading benchmark for tracking high net worth individuals (HNWIs), their wealth, and the global and economic conditions that drive change in the Wealth Management industry. This year’s 18th annual edition includes findings from the most in-depth primary research works available on global HNWI perspectives and behaviour. Based on responses from over 4,500 High Net Worth Individuals across 23 countries, the Global HNW Insights Survey explores HNWI confidence levels, asset allocation decisions, perspectives on driving social impact, as well as their wealth management advice and service preferences.
For more information, explore the interactive report website at www.worldwealthreport.com.
With more than 130,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.
Rightshore® is a trademark belonging to Capgemini
About Capgemini’s Financial Services Global Business Unit
Capgemini’s Global Financial Services Business Unit brings deep industry experience, innovative service offerings and next generation global delivery to serve the financial services industry. With a network of 24,000 professionals serving over 900 clients worldwide Capgemini collaborates with leading banks, insurers and capital market companies to deliver business and IT solutions and thought leadership which create tangible value. More information is available at: www.capgemini.com/financialservices.
Connect with our wealth management experts in the Financial Services section of Capgemini Expert Connect at http://www.capgemini.com/experts/financial-services.
The World Wealth Report 2014 and other Capgemini thought leadership is available for your iPad through Capgemini’s Financial Services Insights app. Download it through iTunes at
About RBC Wealth Management
RBC Wealth Management is one of the world’s top 10 largest wealth managers*. RBC Wealth Management directly serves affluent, high-net-worth and ultra-high net worth clients in Canada, the United States, Latin America, Europe, the Middle East, Africa, and Asia with a full suite of banking, investment, trust and other wealth management solutions. The business also provides asset management products and services directly and through RBC and third party distributors to institutional and individual clients, through its RBC Global Asset Management business (which includes BlueBay Asset Management). RBC Wealth Management has more than C$690 billion of assets under administration, more than C$426 billion of assets under management and approximately 4,400 financial consultants, advisors, private bankers, and trust officers. For more information, please visit www.rbcwealthmanagement.com.
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management services, insurance, investor services and capital markets products and services on a global basis. We employ approximately 79,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 42 other countries. For more information, please visit rbc.com.
RBC supports a broad range of community initiatives through donations, sponsorships and employee volunteer activities. In 2013, we contributed more than $104 million to causes worldwide, including donations and community investments of more than $69 million and $35 million in sponsorships. Learn more at www.rbc.com/community-sustainability.
*Scorpio Partnership Global Private Banking KPI Benchmark 2013. In the United States, securities are offered through RBC Wealth Management, a division of RBC Capital Markets, LLC, a wholly owned subsidiary of Royal Bank of Canada. Member NYSE/FINRA/SIPC.
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