BCG Wealth Management

BCG Wealth Management. The Secret to Personalization at Scale.

Petra Markovic EAM & Multi-Family Office

Getting personalization right can be a significant driver of top-line growth. WMs that excel
at customizing offers and interactions see higher rates of client satisfaction and lower rates
of churn.

There are many individual customer experiences, but broadly speaking they fall into four
customer journeys; relationship initiation; advice and planning; execution and servicing;
and relationship expansion.

Read how BCG sees client insights feeding into these journeys, to create repeatable
personalization elements.