Insights from the Altfi webinar on 23 June 2022  

Wealth Dynamix experts, Johnny Beloe and William Rouse, joined forces with Oliver Smith from Altfi and Wasim Khouri from Monument to share and compare insights into leveraging digital transformation within the wealth management industry. 

As the group debated the forces driving the ‘digital tsunami in Wealth Management and best practices concerning the formulation of a water-tight business case, three key themes emerged.

INSIGHT 1: The client remains the King over technology disruption 

The opening discussions highlighted the evolution of more personalised, customer-centric user experiences as wealth managers continue to fulfil a position akin to “investment counsellors”, available anytime, anywhere. William Rouse, Commercial Director at Wealth Dynamix, espoused the phrase “Show me you know me” as a useful summation of current customer sentiment. The development of tools for self-servicing, greater transparency of fees and a push for added value from the client-advisor relationship continue to empower the client. And the benchmarks just keep moving.  

From a provider perspective, Wasim Khouri, Chief Strategy & Product Officer for Monument, disclosed a growing trend of customers seeking a frictionless and hyper-personalised user experience, time-saving digital tools and ready access to additional support, via phone or video, as a baseline minimum requirement. Exploring the topic of HNW client segmentation by lifecycle, he recognised that a time-starved parent would need more handholding or steering towards tools that save time vis a vis a customer nearing retirement who perhaps has more time to appraise their options, highlighting the need to understand the mindset and lifestyle of each customer.  

Supporting the UX more smartly in this way is clearly client-centric and hyper-personalised, though the discussions underlined that the right technology can simultaneously deliver clearer prioritisation and profitability – key drivers of any business case for WealthTech CLM. Relationship Managers with the proper insight and system alerts related to client sentiment and behaviour, for example, will be automatically steered towards high-value clients who will deliver the best return for their time when a personal touch is required.  

“While technology is advancing at pace, it’s important not to be swayed by the latest innovation, rushing to ‘do something’ can cost dearly in the longer term if it’s not well used, aligned to the needs of your client or supported by the wider technological infrastructure. 

When it comes to your business case, there is no one size fits all: the demographic of your client base, your position in the market and how your organisation views itself (i.e. market disrupter v traditionalist), combined with its vision for the future, will all combine to drive decision-making. Through understanding what is imperative for your organisation to achieve, a clear strategy will emerge that’s aligned to the distinct needs of your business. A deep understanding of your client base and its segmentation is critical to arriving at the optimal solution; jumping straight into the number crunching can result in a worst-case scenario a seemingly erudite business case that steers the organisation towards a destination that lies in the entirely wrong direction. 

 “There is always going to be a nirvana to strive towards, but it’s important to serve the clients of today optimally before anticipating the needs of the clients of tomorrow.  

 

INSIGHT 2: A change programme is just as critical to success as the technology 

As the webinar progressed, discussions focused more squarely on the business case process.  

Given the complexity of digital transformation, there’s a trend toward technological solutions as the end goal. However, Johnny Beloe, Director of Pre-Sales for Wealth Dynamix was keen to point out that it’s much more helpful to view technology as “an enabler” – to more efficient ways of working, better client service or pain-free onboarding. Through this lens, it’s easy to see why business cases need to be driven by the business, with a holistic approach in mind, and not solely by the IT department – an approach which can be problematic and prone to setbacks or a lack of adoption upon delivery. 

A combination of ‘People, Process and Technology’ (otherwise known as the PTT framework) is needed and it’s a mantra that is a good one for the whole team to remember – without any one of these three pillars your project will fall over.   

At the business case stage, strategic intent, client centricity and business efficiency should be used to arrive at the right outcomes; teams in Front, Middle, Back Office, Marketing, Sales, Compliance and IT engaged; and a holistic internal change programme should be invested. Supported by a change team with the authority and autonomy to make decisions and effect change, your business case will have an improved chance of success.  

Will the technology directly impact specific roles? Is a restructuring of the organisation or a particular department needed? And what are the broader knock-on impacts of your implementation? Are there plans in place to support roll-out, and what’s a realistic timescale for adoption? Failure to pose and answer such questions, thereby overlooking the necessary operational infrastructure of your business, will expose your business case to far greater risk.

It does not matter how good the tech is…you are not going to realise its potential… if the business does not support a change programme with the level of maturity and weight that it deserves. 

 

INSIGHT 3: Every WealthTech CLM business case ultimately rests on its financials 

The hour-long webinar demonstrated the many considerations today’s Wealth Management decision-makers are faced with. A business case for digital tools will only be transformative if it reflects the preferences of its client base, aids the informed actions of the advisor and drives efficiencies within or across the client lifecycle. And it’s clear that in the current environment of economic shocks and rising digital adoption, HNW clients are seeking tailored solutions and on-demand services, delivered by a financial institution that understands them. 

The discussions illustrated that the Client Lifecycle Management business case is a gateway to new possibilities: Due diligence (ID&V, KYC and AML) in a fraction of the time, improved onboarding processes and greater insight into ESG or risk attitude, to mention a few. Yet, meeting these new benchmarks comes at a cost. It’s this, explicitly, that presents a fundamental challenge for firms – how to reconcile HNW clients’ expectations for “white-glove service” while effectively managing business margins. It’s a question that can only be answered via a thorough estimation of the associated benefits and costs during the generation of your business case, and ultimately, it’s the key factor upon which every business case hinges. 

For guidance on the formulation of your business case including advice on the key metrics to use, see our free e-book, ‘Six Steps to Success’ and try our free online Benefits calculator, available here 

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Wealth Dynamix
Wealth Dynamix

Wealth Dynamix Team

Wealth Dynamix delivers Client Lifecycle Management solutions to the world’s leading private banks and wealth and asset management firms.

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Gabriel Chan

Head of Sales – APAC

An accomplished, results-driven sales and marketing professional, Gabriel has held sales and marketing leadership positions in Singapore and China at some of the world’s most successful and respected global technology enterprises.

During more than 20 years spent at IBM, Sun Microsystems and Microsoft, Gabriel developed and implemented sales and channel strategies to support strategic business objectives.

His specialism is growing and extending sales territories to grow revenues and increase market share.

Travis Morgans

Head of Consultants

Travis combines 15 years of software delivery, business modelling and leadership experience with a passion for transforming business needs into effective digital solutions. Before joining Wealth Dynamix in March 2018, Travis led Operations for Nikon – a role which incorporated CRM product ownership responsibility and initiated over 10 years of MS Dynamics experience, from 2011 to Dynamics 365​.

 Since joining the Wealth Dynamix team, Travis has been instrumental in designing and delivering some of our most strategic WDX1 projects. Leading the consulting team for WDX1, he is responsible for their recruitment and development. The team’s complex remit supports a fundamental aim – to ensure Wealth Dynamix delivers the best client experience. ​Travis is also responsible for ensuring the WDX1 product is designed and evolved in the most adaptable way possible to drive adoption across our client base, existing and future.  

Joanne Donoghue

Chief Marketing Officer

An experienced, tenacious marketer, Jo joined the Wealth Dynamix team in 2021 as Head of Marketing and quickly rose to the position of Chief Marketing Officer. A Brand and Marketing specialist with a proven track record in BRB and B2C communications, Jo combines a customer-centred approach with strategic thinking.

Having held senior Marketing positions in numerous FTSE 100 businesses, including Asda Stores Ltd, The Co-operative Retail Group, plus financial services brands MBNA, OneFamily, TransUnion, The Co-operative Group, she possesses a wealth of experience in the fields of finance and technology.

Jo is passionate about activating the Wealth Dynamix brand across every channel, taking a holistic marketing approach to drive consistency, salience and thought-leadership activity.

About – Agustin Collazo

Head of Strategic Client Relationships

Agustin joined Wealth Dynamix over six years ago bringing a wealth of experience in change management.

Having experienced first-hand the challenges of managing clients through change, Agu now brings that expertise to Wealth Management firms looking to leverage technology in order to help them connect more effectively with their clients.

Agu has a deep technical knowledge of our solutions that allows him to deliver our products effectively, unlocking the full potential of every feature.

As our Head of Strategic Client Relationships, Agu’s specialist expertise supports firms to become more efficient, transparent and dependable using our CLM solutions.

Juan Stoppa

Head of Development

Juan has over 20 years’ experience developing and implementing CRM solutions and has spent the last 10 focusing primarily on the Client Lifecycle Management (CLM) in the Wealth Management industry.

Currently Head of Development, Juan is responsible on overseeing the technical direction of the product.

Before joining Wealth Dynamix, Juan has worked for Barclays, Fujitsu and Ciber delivering large scale CRM projects in the financial services industry.

Juan has a first degree in Telecommunication Engineering from Universidad Blas Pascal and a MSc in Business Information Technology from London South Bank University.

Ben Altmira

Director of Operations & Change

An internationally experienced change management professional, Ben is responsible for overseeing projects both internally, and for clients.

In a career spanning more than 20 years in global banking, finance and management consulting, Ben has led strategy formulation, project planning, change management adoption, business networking consultation and transformational change projects at Fortis Investments, Barclays Wealth and Investment Management and Verisure Securitas Direct. Since beginning his career at Deloitte, Ben has also amassed a wealth of experience working on complex CRM system implementations, and is a PROSCI-certified Change Practitioner and a Certified Scrum Master (Scrum Alliance).

David Backx

Director of Pre-sales and Implementations

When David joined Wealth Dynamix in 2015 he brought with him a vast amount of experience delivering large-scale Microsoft Dynamics CRM projects. As a Senior Business Analyst at Royal Bank of Scotland David managed deployments with more than 2000 users, for both Business and Commercial Banking, as well as working on key AML initiatives for RBS International. In his current role at Wealth Dynamix David supports the growth and strategic direction of client implementations in Europe. Wealth Dynamix leverages David’s product expertise to shape the product roadmap and ensure that the firm delivers solutions with the right capabilities, that will be enthusiastically adopted, by all customers.

Prior to his involvement in the wealth management sector, David worked as a waste management contracts manager, working with Multi Services Kent to ensure effective waste clearance and re-use at the 2012 London Olympics.

Cedric Neuville

Director of Pre-sales and Consulting Europe

Since joining Wealth Dynamix in 2019, Cédric has worked closely with clients to ensure that the WDX and CLMi solutions are deployed efficiently and effectively.

In a career spanning more than 25 years, Cédric has become an accomplished business and global project management leader covering both technology and financial markets sectors. Having held various roles in private banking (front, middle and back office) and brokerages, in both functional and technical roles, Cédric has led many projects including client onboarding implementations and KYC reviews, regulatory compliance projects (including PSD2, MIFID2/PRIIPS, GDPR, CRS, Rubik) and digital transformation projects (online and mobile design and implementation).

Cédric has vast experience building and managing international project teams, having created three offshore teams in Tunisia and India, managed a 70-employee company as Deputy CEO and a startup Fintech founded to create smartphone apps.

Johnny Beloe

Director of Pre-Sales

As Director of Pre-Sales, Johnny is responsible for maintaining the firm’s pre-sales policies, methodologies and resourcing. He is also leads some of WDX’s largest pre-sales analysis exercises, conducted for a wider variety of financial services firms spanning multiple jurisdictions.

Continual engagement with existing and prospective clients helps to inform the WDX1 product strategy, roadmap and pricing.

Johnny has spent his whole career in financial technology in various consultancy and
pre-sales roles. His expertise covers the full stack of systems required by leading Private Banks and Wealth Managers, encompassing core banking solutions, portfolio management solutions, Client Lifecycle Management (CLM) solutions and more.

William Rouse

Commercial Director UK MEA

William’s commercial expertise in connecting technology to solve wealth management business challenges was borne out of his early career as a stockbroker, followed by a variety of Client Relationship Management and Sales roles in asset management and banking.

Having experienced first-hand the challenges of doing the job, William recognises that an unwavering focus on client service is required to build progressive and mutually beneficial partnerships in FOR the longer term. Having gained further experience working for financial technology service providers including Calastone and Contemi, he has the specialist expertise needed to identify how to leverage technology to help wealth managers connect more effectively with their clients, and become more efficient, transparent and dependable.

In addition to his role as Commercial Director at Wealth Dynamix, responsible for new business development in the UK, US and Middle East, William sits on the board of the Securities Investment Management Association (SIMA) where he is actively involved in exploring industry trends and challenges.

Dominic Snell

Chief Product Officer

An experienced and accomplished specialist in CRM technology and wealth management, Dominic is responsible for defining and leading the product roadmap for Client Lifecycle Management (CLM) solutions at Wealth Dynamix. Experienced in SaaS strategy definition, Dominic formulated the development and launch plan for the firm’s cloud-based CLMi solution.

Prior to joining Wealth Dynamix in 2014, Dominic held senior positions in both RBS and Barclays Wealth and Investment Management, where he was responsible for leading enterprise-scale CRM implementation projects.

With more than 15 years wealth management and WealthTech experience he has vast expertise and insights into best practice CRM and CLM execution.

Francois De Lescure

Chief Revenue Officer

François joined Wealth Dynamix in 2020 to grow the company’s presence in France and further extend business operations across Europe and has since been designated Chief Revenue Officer, a member of the board. 

Having closed several flagship deals for the company across Europe and Switzerland, today his role encompasses responsibility for new and existing revenues, recruiting, structuring and managing the sales team, plus owning the business forecast and reseller channels.

Previously, François served as Chief Sales and Marketing Officer, Executive Committee member and investor at DreamQuark, an Artificial Intelligence software startup. At DreamQuark, he secured the firm’s first recurring revenues with Tier-1 banks and insurance companies, won the Fintech of the Year award and enabled A and B level fundraising. Before that François spent almost 10 years at Nokia Networks, leading European Sales for Analytics Software.

François has an MBA awarded by INSEAD and an engineering degree from the École Centrale de Nantes.

Natalie Levine

Chief Operating Officer

Currently Chief Operating Officer and Board Member at Wealth Dynamix, Natalie is responsible for the strategic direction of operations across the business. A wealth and investment management industry expert, with more than 25 years experience delivering large-scale technology projects, Natalie plays a pivotal role in ensuring the efficient running of the firm and meeting key business goals.

Prior to joining Wealth Dynamix in 2019, Natalie was Head of Technology at Bridgepoint Advisers, a UK-based private equity investment firm. She joined Bridgepoint following an 18-year tenure at Quilter Cheviot, where she was Head of Technology responsible for Operations and execution of the firm’s business plan.

Brent Randall

Co-founder and CFO

A wealth and investment management industry expert, Brent has more than 25 years of experience in developing front to back software solutions that address sector-specific operational and compliance challenges.

Prior to co-founding Wealth Dynamix in 2012, he was a Director at Third Financial Software, where he drove product development.

Previously, he led business development and product strategy for the wealth management division of Financial Objects.

Brent spent 13 years at DST (now SS&C) until 2007, where he was Associate Director responsible for the global product strategy of institutional front office and wealth management solutions.

He graduated from Downing College, Cambridge, with an honours degree in Geography.

Gary Linieres

Co-founder and CEO

With a lifetime career in wealth management, beginning in front office sales more than 25 years ago, Gary is recognised as a highly successful, award-winning executive and serial entrepreneur.

Currently CEO at Wealth Dynamix, one of Europe’s fastest growing WealthTech firms which he founded in 2012, Gary has pioneered a new approach to Client Lifecycle Management (CLM) and built solutions suited to both enterprise-scale and mid-size financial institutions.

In his early career Gary excelled in a wide variety of FinTech sales management and executive roles in the UK, Switzerland and France.

Following his tenure as Managing Director at Financial Objects, which saw revenues grow by more than 300% on his watch, Gary founded and subsequently exited from Third Financial Software after it became a leading front office technology provider.

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