Technology is an agent of innovation and a driver of the digital world, where everything is smarter, searchable, and instantaneous. Gone are the days when you had to sift through hundreds of papers in a briefcase, send off important documents in the mail, or find contact information using a Rolodex. We typically think of digital natives as the main adopters of tech, but tech enthusiasts can be found in any age group.

Rod Sayegh, Head of Digital Strategy at Fiduciary Trust International, has seen this technological adoption first-hand with some of his ultra-high-net-worth individual (UHNWI) clients, who average 66 years old. In the past, clients received their financial data annually or quarterly, but they now have the power to view their information in real time whenever they log into their client portal. Rod recognizes that financial services err on the side of caution when it comes to change. Still, he remains passionate about improving client experiences and always strives to challenge the norms.

In this episode, Rod talks with Jack about making the user experience attractive to all ages, bringing tactile experiences to clients’ finances, and embracing change by “reveling in the crazy.”

Key Takeaways

Quotes

[09:41] - “Clients come to us for advice, not the amount of paper we hand them during a quarterly meeting. They come to us to help solve problems, and I believe that digital technology has made some of the complex issues that clients deal with in their finances a lot more tactile.”  ~ Rod Sayegh

[12:50] - “We have to give options to everyone. And I'm not expecting 100% adoption in any way, shape, or form from advisors or clients. I try to challenge and give credible challenge to anyone who pushes back.” ~ Rod Sayegh

[17:20] - “We are creatures of adoption.” ~ Rod Sayegh

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