Establishing a Seamless CX as Investor Communications in Wealth Management Advance

by | Oct 19, 2021

Wealth management firms pride themselves on putting investors first, and that means providing an exceptional investor experience. Historically, these strong investor ties have been built over the course of years, during in-person meetings and phone calls. But as the world goes digital, wealth firms are now seeking ways to enhance investor communications in wealth management by providing a seamless, consistent and hyper-personal relationship across all channels, both digital and physical.

The COVID-19 pandemic has, by necessity, accelerated many wealth management firms’ digital transformations. Although the decision to advance digitally may have been accelerated by outside forces, digital advancement promises many advantages in terms of investor engagement, especially with younger and more digitally savvy investors. The question that wealth management firms find themselves asking now is not whether digital is a requirement, but how to use transformation as a springboard to better investor experience.

The goal is to advance digitally while creating a seamless investor experience across all channels and optimize investor relationships and brand loyalty with every touchpoint.

Enhance your investor experience with seamless, digital communications! Talk to a Doxim investor communications expert today

Better Investor Communications In Wealth Management = Better Investor Experience Overall

When adopting a digital-first strategy in wealth management, one key area to address is investor communications. Omnichannel communications, deeply personalized and delivered through investors’ preferred channels, can be used to strengthen investor relationships. At a time when in-person meetings are curtailed, these communications help to assure investors that they are both valued and understood.

There are three key principles that underlie any successful omnichannel communications strategy in wealth management. Consider these when devising your own approach to investor outreach:

1. Take a investor-centric approach.

Many firms claim to put investors first, but these ambitions falter when it comes to investor communications. Too often, wealth management communications are hard to understand, not personalized, or delivered through channels the investor doesn’t enjoy using. They meet the complex regulatory needs of your industry, but they do little to improve investor engagement.

Taking the time to complete investor communication journey mapping will help you generate a map of investor touchpoints that focuses on both quick fixes and longer-term goals as part of a broader investor experience enhancement strategy. Your investment in better communication design and delivery will show investors and advisors alike that you are able to meet the growing and ever-changing expectations of your investor base.

2. Use different approaches for different demographics.

Just like your investors have different needs, expectations, and approaches to investing, they also have different needs when it comes to communications.

Younger and more tech savvy individuals may prefer the convenience of receiving statements and trade confirms through digital communication channels. This massively online demographic of investors also values interactivity, like digital communications with personalized explainer videos built right in.

Conversely, older and more traditional investors may still prefer paper statements. They will benefit from statement design that leverages investor data effectively to make their key information easy to understand. Additionally, some older investors may have age-related limited vision, and benefit from a statement that uses larger font and high contrast.

Meeting the needs of all investors will require an omnichannel communications strategy.

3. Keep messaging integrated across channels.

By constantly communicating valuable information to your investors, you can build stronger relationships. But to build trusting relationships, you need to keep communications integrated across channels. Consider, for example, how taken aback a investor would be if they called in regarding an invitation on their statement to an upcoming investor event, and the person answering the call had no record of the invitation.

To provide integrated omnichannel communications, you need a communications portal that gives your business users the ability to view, manage, edit, and report on all communication channels, a single view of the investor. That way, every interaction with the investor is part of a seamless communication journey that presents a unified and engaging front to them.

How Doxim Delivers Seamless Digital Investor Communications for Wealth Management

Doxim offers the solutions and expertise your wealth management firm needs to succeed with integrated communications, so every investor has consistently excellent experience, regardless of channel.

Our expert team and leading-edge technology can assist you at every stage of the communication process, including:

  • Consultation: Let Doxim experts help you assess and enhance your investor journeys with print/digital communication journey mapping
  • Design: Our experienced wealth-centric design experts help you implement consistent messaging and branding to all investors, on any channel or device
  • Digital Adoption Strategy: Doxim can help you no matter where you are in terms of digital maturity and adoption, to enhance and streamline digital engagement
  • Single Source Communication Management: A 24/7 cloud-based communications management portal gives you the ability to view, manage, edit, and report on all communication channels for truly integrated communications and an optimal cost outcome

Let’s discuss your wealth organization’s unique investor communication requirements. Talk to a Doxim expert today

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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