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The World Report Series 2025 by Capgemini represents one of the most extensive and consequential pieces of research for the wealth management industry in recent years.
Drawing on surveys from 6,472 HNWIs, 141 wealth management executives, and 1,306 RMs, the report has revealed the three overarching strategies that wealth organizations should keep front and center in the coming years.
The findings that Capgemini identified based on the surveys from are:
In this article, we will take a closer look at the first strategic priority – driving growth through client engagement – and the steps organizations need to take.
State of the wealth industry
The introduction to the report takes a largely positive view of the current landscape.
According to Nic Dreckmann, COO, Julius Baer, “even in an environment of low interest rates, geopolitical tensions, and trade policy uncertainty, the wealth management sector will continue to grow in the mid- and long-term.”
That being said, the principle determining factors as to whether individual organizations or managers will capitalize on this depends on technology and meeting shifting demographic expectations regarding service experience.
As the report states, “the global wealth management industry is undergoing a generational transformation. $83.5 trillion is projected to shift to Gen X, Millennials, and Gen Z by 2048. The transfer brings both risk and opportunity: 81% of inheritors plan to switch providers within two years.”
What do clients expect?
Despite the overarchingly positive introduction to the Capgemini report, there are key trends that require due attention. Market uncertainty, for example, has heightened demand for timely, personalized engagement.
The report finds that HNWIs are seeking more frequent, high-value interactions as there is an increased focus on equities and tech-based opportunities. The key to appealing to this demographic is engaging in proactive communication in a timely manner.
As Mr Dreckmann says, “to succeed, wealth managers must focus on their clients and efficiency with an eye on long-term growth while leveraging digital transformation and innovative products to enhance the client experience.”
Key business outcomes
Client expectations mean little if there isn’t a specific, actionable plan in place to address their needs. What are the key business outcomes that firms and private banks should focus on?
The short answer is to:
The impact of these two goals is immense. For example, a Forrester report found that the increase in the frequency and quality client interactions can have a marked increase in growth.
They claim that, “by ensuring they resolve customer issues on the first contact, investment firms could see a 5-percentage-point increase in customer willingness to increase assets under management.”
Likewise, Bain & Company found a similarly positive link between client experience and the bottom line, claiming that “a 5% increase in customer retention produces more than a 25% increase in profit.”
How Unblu empowers RMs and advisors
Unblu’s Digital Client Interaction Solution provides financial institutions with hybrid engagement tools to foster trusting, value-driven relationships.
It offers a versatile suite of AI-enhanced secure messaging, video & voice, and visual collaboration, enabling RMs and wealth advisors to exchange ideas, information, and documents while ensuring client authentication, data security, and regulatory compliance.
Given the above context, here are the capabilities Unblu offers that can empower RMs and advisors. You can find out more about each on our website.
1. Asynchronous conversations
Stay consistently connected through in-app Secure Messenger, allowing clients and advisors to communicate on their own time while maintaining context.
2. Flexible engagement options
Seamlessly escalate to voice or video calls for real-time discussions, all within one secure digital space, with optional call recordings for compliance and auditability.
3. Secure document exchange
Share and collect sensitive documents directly within Secure Messenger, maintaining full context and compliance.
4. Proactive outreach (Outbound Messaging)
Advisors can proactively engage clients through personalized messages sent directly via Secure Messenger, similar to a popular messaging app.
These messages, tailored to client interests, initiate an ongoing, one-on-one conversation thread. For specialized support, advisors can seamlessly add experts (e.g., investment, legal, or tax specialists) to focused breakout chats.
5. Proactive outreach (Broadcasting)
Use broadcasting to easily send updates across client groups efficiently.
The impact of Unblu
The European private bank sought to improve client communication through digital-first solutions, all while upholding its core commitment to privacy and trust.
Challenges
The bank found that traditional channels were leading to inconsistent and insecure outreach efforts, putting the organization and the clients at risk. Furthermore, it was proving difficult to scale personalized engagement across the client base. To make matters worse, the private bank was noting an increased demand for secure, real-time communication that was integrated into RM’s daily workflows.
Unblu solutions
To address the above challenges, Unblu offered the following solutions:
- Secure Messenger embedded in wealth portal and mobile app
- Outbound messaging to initiate timely, one-on-one conversations
- Internal collaboration tools (e.g., hidden messages, assistant support)
- CRM integration to enable in-context communication
Results
The capabilities were rolled out to over 300 RMs across eight countries, directly leading to more frequent and high-value client interactions. With a high advisor adoption (thanks to seamless UI integration and other factors), this reduced the reliance on email for sensitive conversations and gave advisors more freedom to interact.
Interested in finding out more?
