Clients’ View Webinar: Have client expectations evolved?

Throughout the pandemic the UK wealth management industry has continued to grow, highlighting its resilience in all market conditions. Many clients have therefore stayed with their current provider, even in periods of severe market downturns.

However, further growth is far from inevitable and client expectations are likely to have changed in the past year – not only with the desire for firms to embrace new digital offerings, but also increasing demand for ESG and other sustainable investments as more consider how they can have a positive impact in a world that is full of uncertainty.

In Compeer’s annual review of the Clients’ View we will be sharing research findings from interviews with affluent and high net worth investors, ascertaining along the way exactly how client expectations have evolved in recent years and where they wish to see wealth management services progress going forward.

We will also be joined by guest speakers to share their expert views on delivering the best service to clients, as well as a panel of wealth management professionals to share their first-hand experience.

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Event Information

16:00 – 16:05           James Brown, Compeer – “Welcome & Introduction”

16:05 – 16:15           Tom Thwaites, Compeer – “How client expectations have evolved”

16:15 – 16:25           Kean Williams, Contemi – “Do Your Customers Have a Positive Digital Experience?”

16:25 – 17:00           Panel Discussion

Sasha Dabliz (Waverton Investment Management), Paul Fletcher (Coutts), William Ferrand (Refinitiv)

James Brown, Head of Client Services – Compeer

James joined Compeer in October 2006 as an analyst following his graduation from The University of Warwick, where he studied Mathematics, Operational Research, Statistics and Economics.  Today he manages Compeer’s team of analysts. He has widely presented key trends in the UK Wealth Management Industry, with in-depth experience of providing statistical analysis of firms’ business performance. He regularly provides recommendations during presentations to Executive boards, and is actively involved in bespoke research projects.

Tom Thwaites, Senior Research Analyst – Compeer

Tom joined Compeer in January 2019 having graduated from the University of Leicester with a BSc in Financial Economics. During his time at university Tom attended Katholieke Universiteit Leuven in Belgium as part of the Erasmus program where he furthered his studies into economics, finance, business management and econometrics. He also gained work experience in Beijing on a summer internship for a Chinese consulting firm which specialises on the Belt and Road initiative.

Now, as a member of the Compeer analyst team Tom works on a variety of bespoke research projects looking into different aspects of the Wealth Management industry, presenting the findings at Compeer conferences as well as supporting the team with the annual industry report and benchmarking services.

Kean Williams, Executive Director – Contemi

Kean Williams is Executive Director and heads the global operations at Contemi Solutions. Kean is based in the United Kingdom and has over 30 years of experience in Financial services, which includes 18 years in Contemi and their acquired businesses. Kean brings a wealth of relevant domain experience to the role and has already overseen the significant growth in the Wealth business in Contemi. He has rich experience in strategic planning and implementation of key processes, systems and delivery excellence across the company, guiding and directing an enterprise through substantial change management utilising strong and effective leadership. Kean has driven a number of products and operational initiatives within Contemi and has good relationships across the client base.

Prior to joining Contemi, Kean worked at the London Stock Exchange for nearly 10 years being part of their renowned Graduate Placement scheme and went on to run the all-participant rollout of the then ground breaking T+10 and T+5 settlement changes in the early 1990s before helping with the transition to CREST in 1996.

Paul Fletcher, Marketing Director – NatWest Wealth Businesses (Coutts, Affluent, Asset Management)

Paul Fletcher has worked in marketing for nearly 20 years, bringing his expertise to leading firms within the financial sector including Deutsche Bank, Duke Street, London & Capital. Paul joined Coutts as Head of Marketing and a member of the Executive Committee in 2018, and since 2020, his role has expanded to Marketing Director for Wealth Businesses within the NatWest Group. Coutts gained B Corp certification in July 2021, making it the first Private Bank and Wealth Manager in the UK to be accredited.

Sasha Dabliz, Head of Marketing – Waverton Investment Management

Sasha Dabliz joined Waverton in June 2021 as Head of Marketing. With a strategic focus on building the brand and client proposition, Sasha and her team are integral to growing the business across the key client channels. With a wealth of experience from across the investment management industry including Schroders, Rothschild and Cazenove, as well as Brewin Dolphin and Canaccord Genuity, Sasha oversees all aspects of Marketing and PR for Waverton. She is also on the Management Committee.

William Ferrand, Global Digital Wealth Director – Refinitiv

William is a Global Director for Digital Wealth Solutions at Refinitiv and is responsible for the Digital Wealth product strategy in EMEA and Asia. William joined Refinitiv in 2013 and has held multiple sales, business development and strategy roles at the firm. Prior to joining Refinitiv William held roles at PerTrac and eVestment (now part of Nasdaq). He holds a Master of Arts in in European Union studies from the University of Edinburgh and is fluent in English, French, Italian and German.

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