WHITEPAPER
The Engagement Gap
The Engagement Gap
Why UHNW Families Are Leaving: What the Firms Keeping Them Are Doing Differently
Why UHNW Families Are Leaving: What the Firms Keeping Them Are Doing Differently
A perspective on client engagement strategy for Multi-Family Offices and advisory firms serving UHNW families in North America
A perspective on client engagement strategy for Multi-Family Offices and advisory firms serving UHNW families in North America
A perspective on client engagement strategy for Multi-Family Offices and advisory firms serving UHNW families in North America
INSIDE
INSIDE
What you can learn
What you can learn
What you can learn
The structural forces widening the gap between portfolio infrastructure and client experience, and what it's costing firms that haven't addressed it.
The structural forces widening the gap between portfolio infrastructure and client experience, and what it's costing firms that haven't addressed it.
01
01
Why investment excellence is no longer enough to retain UHNW families across generations
Why investment excellence is no longer enough to retain UHNW families across generations
02
02
How the $124 trillion generational wealth transfer is exposing every firm's engagement weaknesses
How the $124 trillion generational wealth transfer is exposing every firm's engagement weaknesses
03
03
What the engagement-ready firm looks like and the four characteristics that distinguish it
What the engagement-ready firm looks like and the four characteristics that distinguish it
INSIDE
INSIDE
What’s inside
What’s inside
What’s inside
This whitepaper examines what's driving a quiet but accelerating gap between how firms manage wealth and how clients actually experience it. Drawing on research from Capgemini, Deloitte, EY, RBC Campden Wealth, and Bank of America, it offers a practical framework for understanding where the gap lives in your firm and what closing it makes possible.
This whitepaper examines what's driving a quiet but accelerating gap between how firms manage wealth and how clients actually experience it. Drawing on research from Capgemini, Deloitte, EY, RBC Campden Wealth, and Bank of America, it offers a practical framework for understanding where the gap lives in your firm and what closing it makes possible.
Frameworks
Frameworks
Frameworks
Data Points
Data Points
Data Points
Diagnostic Questions
Diagnostic Questions
Diagnostic Questions
Dasha Smyth
Chief Strategy Officer
MEET THE AUTHOR
MEET THE AUTHOR
About the Author
About the Author
About the Author
Dasha Smyth
Chief Strategy Officer
Dasha Smyth is the CEO of Portfolio Xpressway, a client engagement platform built specifically for Multi-Family Offices and advisory firms serving UHNW families. She works with firm leaders navigating the convergence of generational wealth transfer, rising client expectations, and operational complexity and what it takes to build an engagement model that holds through it all.
Dasha Smyth is the CEO of Portfolio Xpressway, a client engagement platform built specifically for Multi-Family Offices and advisory firms serving UHNW families. She works with firm leaders navigating the convergence of generational wealth transfer, rising client expectations, and operational complexity and what it takes to build an engagement model that holds through it all.
CHAPTERS
CHAPTERS
A complete overview
A complete overview
A complete overview
01
01
Complexity Is Outpacing Clarity
Complexity Is Outpacing Clarity
Why the modern UHNW portfolio has
outgrown the client-facing layer most firms built around it
Why the modern UHNW portfolio has outgrown the client-facing layer most firmsbuilt around it
01
Complexity Is Outpacing Clarity
Why the modern UHNW portfolio has
outgrown the client-facing layer most firms built around it
02
02
The Hidden Cost of "It Works"
The Hidden Cost of "It Works"
The operational workarounds beneath the surface and what they're quietly communicating to clients
The operational workarounds beneath the surface and what they're quietly communicating to clients
02
The Hidden Cost of "It Works"
The operational workarounds beneath the surface and what they're quietly communicating to clients
03
03
The Generational Tipping Point
The Generational Tipping Point
The relationship risk embedded in the great wealth transfer and why 81% of next-gen heirs plan to switch firms
The relationship risk embedded in the great wealth transfer and why 81% of next-gen heirs plan to switch firms
03
The Generational Tipping Point
The relationship risk embedded in the great wealth transfer and why 81% of next-gen heirs plan to switch firms
04
04
What the Engagement-Ready Firm Looks Like
What the Engagement-Ready Firm Looks Like
Four characteristics shared by firms that have made engagement a firm-wide operating standard
Four characteristics shared by firms that have made engagement a firm-wide operating standard
04
What the Engagement-Ready Firm Looks Like
Four characteristics shared by firms that have made engagement a firm-wide operating standard
05
05
Five Questions Every MFO Leader Should Be Asking
Five Questions Every MFO Leader Should Be Asking
A diagnostic for surfacing where the engagement gap exists in your firm and how wide it has become
A diagnostic for surfacing where the engagement gap exists in your firm and how wide it has become
05
Five Questions Every MFO Leader Should Be Asking
A diagnostic for surfacing where the engagement gap exists in your firm and how wide it has become
06
06
Where This Is Heading
Where This Is Heading
Three converging forces making the gap harder to close and the window that remains open
Three converging forces making the gap harder to close and the window that remains open
06
Where This Is Heading
Three converging forces making the gap harder to close and the window that remains open
Set a new standard for client engagement.
Download the Whitepaper