Trends Report

Investment Firms Use Attitude-Based Segmentation To Win Over US Investors

October 31st, 2019

Summary

Investment firms must go beyond asset-based segmentations to understand investor preferences, decide whether to launch robo-advice, and prioritize digital investments. Attitude-based segmentation enables wealth management firms to understand how best to serve the four primary invest segments: delegators, validators, self-directed, and disengaged. Thirty-eight percent of US investors are delegators, who currently are served predominantly by financial advisors but who in the future will gravitate towards robo-advice. Combining investor segmentation with customer experience data will enable investment management firms to identify the key drivers of a great CX for each of their investor segments and prioritize improvements.

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