{"id":693805,"date":"2025-08-01T18:48:00","date_gmt":"2025-08-01T18:48:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=693805"},"modified":"2026-01-22T07:43:53","modified_gmt":"2026-01-22T07:43:53","slug":"capturing-hnwi-loyalty-across-generations","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/capturing-hnwi-loyalty-across-generations\/","title":{"rendered":"Capturing HNWI loyalty across generations"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-loyalty-risks.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:43% 53%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Digital transformation<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Capturing HNWI loyalty across generations<\/h1><\/div><h2 class=\"reasearchInsightTitle\">How WMs can turn flight risks into loyal clients with a winning AI strategy<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/HNWI-Loyalty-Risks-AI.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the POV<\/span><span class=\"type\">4 MB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=835951\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=835951&amp;text=World%20Payments%20Report%202022\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=835951&amp;text=World%20Payments%20Report%202022\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-in-brief\">In brief<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Although over 80% of Next-gen HNWIs self-identify as a post-inheritance flight risk, many WM firms lack a loyalty-building strategy to sufficiently counteract this impending disruption.<\/li>\n\n\n\n<li>Understanding what Next-gen HNWIs want \u2013 and giving RMs the AI-driven technology tools they need to meet these expectations \u2013 is an imperative that every WM firm faces.<\/li>\n\n\n\n<li>Completing five essential steps will help WM firms overcome the challenges by empowering their RMs to focus on building long-term engagement across every Next-gen HNWI segment.<\/li>\n<\/ul>\n\n\n\n<p>Despite a decade of keen industry interest in maintaining generational loyalty throughout the rapidly approaching \u201cgreat wealth transfer,\u201d most wealth management (WM) executives face a stark reality: their firms simply aren\u2019t ready.<\/p>\n\n\n\n<p>This preparedness deficit stems from a convergence of factors, according to the latest research in the <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/world-wealth-report\/\" target=\"_blank\" rel=\"noreferrer noopener\">Capgemini World Wealth Report 2025<\/a>. Not only will an estimated USD 83.5 trillion of wealth held by aging high-net-worth individuals (HNWIs) move generationally across all wealth bands, but the investor playing field is fundamentally changing.<\/p>\n\n\n\n<p class=\"is-style-default\">For WM executives who fail to address the loyalty implications, the <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/world-wealth-report\/\" target=\"_blank\" rel=\"noreferrer noopener\">Capgemini World Wealth Report 2025<\/a> research suggests a strong potential for client attrition and a relationship manager (RM) talent crisis. Conversely, WM firms that take action will be best positioned to retain inherited HNWI relationships while also attracting new individuals who are dissatisfied with their ancestral WM firms. It\u2019s a similar story for strengthening bonds with existing RMs and wooing talent away from competitors.<\/p>\n\n\n\n<p>In this article we\u2019ll explore the critical trends WM executives should understand and address, along with practical steps for empowering RMs to win HNWI loyalty for marketplace success.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-signs-of-industry-disruption-ahead\"><strong><a><strong>Signs of industry disruption ahead<\/strong><\/a><\/strong><\/h2>\n\n\n\n<p>With the worldwide population of HNWIs on the rise, many WM firms are bullish about the expanding population they aim to serve. However, the great wealth transfer is also poised to disrupt the WM industry by significantly straining, or even breaking, well-established loyalty bonds.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-wealth-report\/\"><\/a>WMs now face the convergence of three significant loyalty-related HNWI trends:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Shifting investment preferences among Next-generation (Next-gen) HNWIs:<\/strong> Made up of Gen X, millennials, and Gen Z, this group expects hyper-personalised engagement. In fact, 81% of Next-gen HNWIs plan to switch away from their parents\u2019 WM firm quickly, driven by things like a lack of preferred digital channels (46%), unavailability of alternative investments (33%), and inadequate value-added services (25%).<\/li>\n\n\n\n<li><strong>Increasing volume and diversity of HNWIs:<\/strong> As family wealth flows to multiple successive generations, there are exponentially more clients to serve. Additionally, over half (56%) of the total wealth is projected to be transferred to women, who can have considerably different investment goals, styles, and priorities to<strong> <\/strong>men.<\/li>\n\n\n\n<li><strong>Changing RM landscape:<\/strong> An impending retirement wave will leave a shrinking pool of experienced RMs. In their place? A stream of young, digitally native RMs who expect workplaces to evolve technologically and culturally. What\u2019s more, RMs are already reporting such significant dissatisfaction that roughly a quarter plan to change WM firms or start their own shop within the foreseeable future.<\/li>\n<\/ul>\n\n\n\n<p>Put another way: In the very near term, there will be more HNWIs to serve, with a broader array of hyper-personalised service expectations, while the supply of experienced RMs will dramatically decrease.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The volume of HNWIs, and their accelerating hyper-personalisation expectations, will grow dramatically in the near term, with fewer RMs available to serve them.<\/p>\n<cite>Source: <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-wealth-report\/\" target=\"_blank\" rel=\"noreferrer noopener\">Capgemini World Wealth Report 2025&nbsp;<\/a><\/cite><\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-next-gen-hnwis-value-rms-above-firms\"><strong>Next-gen HNWIs value RMs above firms<\/strong><\/h3>\n\n\n\n<p>As for your RM\u2019s importance in the loyalty-building process, our research also showed:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Two-thirds of Next-gen HNWIs view the strength of a firm\u2019s RM pool as a key factor in choosing a WM provider.<\/li>\n\n\n\n<li>62% of Next-gen HNWIs say they would follow their RM if the advisor moved to a different firm, meaning loyalty has shifted away from the institution-level bonds felt by previous generations.<\/li>\n\n\n\n<li>Yet, 56% of RMs say their firms lack the necessary tools to address Next-gen HNWIs\u2019 needs, namely: proactive insights, tailored recommendations, and seamless communications across channels.<\/li>\n<\/ul>\n\n\n\n<p>Given the report\u2019s findings, it\u2019s clear that developing Next-gen HNWI loyalty requires WM firms to fortify their RM posture. This includes modernising the live and self-service technologies needed to meet client expectations (Figure 1).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-leveraging-the-right-technology-at-the-right-time\"><strong>Leveraging the right technology at the right time<\/strong><\/h3>\n\n\n\n<p>Like many modern situations, leveraging automation strategically isn\u2019t about adopting technology for technology\u2019s sake. The key is knowing what Next-gen HNWI clients want from their WM firm, and which tools RMs need to build loyalty.<\/p>\n\n\n\n<p>For example, despite the pervasiveness of mobile apps, a surprising finding from the report was Next-gen HNWIs\u2019 stronger interest in video call and website interactions versus mobile apps (Figure 1). Across some types of interactions, like making inquiries or addressing a concern, even the old-school phone call prevailed over apps.<\/p>\n\n\n\n<p>Less surprising was the decline in face-to-face meeting interest, which generally scored the lowest across all types of interactions. The only exception was for seeking expert advice, where in-person meetings scored second to last, albeit only by a percentage from the bottom.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/Infographics-for-Special-Use_01.png?w=960\" alt=\"\" class=\"wp-image-1147325\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-develop-a-loyalty-boosting-approach\"><a><strong>Develop a loyalty-boosting approach<\/strong><\/a><\/h3>\n\n\n\n<p>To solve the impending RM shortage and ensure your advisors have the tools they need, start by developing a strategic approach for guiding your Next-gen HNWI technology transformation. Critical aspects include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Evaluating digital capabilities.<\/strong> As Next-gen HNWIs expect seamless, convenient digital channels for real-time access to tailored and relevant information, determine whether your offerings need a refresh. Similarly, consider whether your RM platform lets advisors deliver hyper-personalised, omnichannel experiences quickly and efficiently.<\/li>\n\n\n\n<li><strong>Embracing artificial intelligence.<\/strong> Ensure your RMs have the latest AI tools, including Generative AI (GenAI) and Agentic AI technologies. Advanced solutions integrate multiple internal and external sources to eliminate manual tasks, provide actionable insights, and generate real-time recommendations for next-best steps, giving RMs space to focus their expertise on strengthening client bonds.<\/li>\n\n\n\n<li><strong>Incorporating behavioral dynamics technologies.<\/strong> It\u2019s no secret that emotions and biases can lead to irrational financial decisions that profoundly impact client portfolios and WM profitability. By adopting modern, AI-enabled behavioral dynamics tools, WM firms can empower RMs to swiftly identify and navigate a client\u2019s behavioral investing patterns. These sorts of solutions can also dramatically improve and hyper-personalise your firm\u2019s communications to help influence how clients invest.<\/li>\n\n\n\n<li><strong>Ensuring AI technology readiness.<\/strong> Making the most of AI-powered solutions requires comfort, confidence, and skillfulness with the tools. Only by giving RMs sufficient training and peer mentoring will artificial intelligence investments achieve the desired results.<\/li>\n\n\n\n<li><strong>Monitoring and refining technology deployments <\/strong>based on feedback from your RMs and Next-gen HNWIs. Evaluating your digital tools consistently ensures your firm can make rapid, timely adjustments.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-empower-rms-in-5-key-steps\">Empower RMs in 5 key steps<\/h2>\n\n\n\n<p>Once your strategic approach is in place, dive into adopting and rolling out the technology enablers that empower RMs to deliver proactive, data-driven engagement faster and more accurately than ever before.<\/p>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit\"><div class=\"container\"><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\"><strong>Use an adaptive AI-driven framework<\/strong>.<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\"> <\/p><\/div><div class=\"expander-content\"><p>This lets your RMs act as agile, strategic partners with Next-gen HNWI clients as they navigate the wealth transfer and establish their own investing objectives. Ensuring RMs can deepen engagement with Next-gen HNWIs helps set your firm apart from the competition. An adaptive framework should include three key elements:\u00a0<br><span style=\"font-size: 1rem; letter-spacing: 0.4px;\"><\/span><\/p><ul class=\"box-list\"><li><strong>Assistance.<\/strong> Providing human-led intelligence technologies speeds up RM decision-making and helps them deliver hyper-personalised services.<\/li><li><strong>Augmentation.<\/strong> Deploying AI-powered solutions that give guidance in real-time, empowers RMs to focus on providing engaging interactions, driving ongoing follow-up conversations, and creating value for their clients.<\/li><li><strong>Autonomous automation.<\/strong> Free up RMs from completing traditional, manual chores by adopting Agentic AI. It combines various forms of AI, like GenAI or Predictive AI, and other technologies to make decisions autonomously, perform tasks automatically, and learn continuously based on rules, parameters, and thresholds WM firms set to meet their business, regulatory, and competitive needs.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p><\/p>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\"><strong>Develop an intelligent integrated digital RM platform that delivers personalised, real-time advice.<\/strong><\/h3><\/div><div class=\"expander-content\"><p>Keep RMs focused on client engagement by supporting them with a sophisticated, AI-powered integrated digital platform that combines back-office task automation with advanced analytics, research abilities, and communications capabilities that rapidly transform massive amounts of data into actionable insights. By leveraging different intelligence technologies that integrate data from a wide variety of internal and external sources, these platforms empower RMs to efficiently deliver customised \u201csegment-of-one\u201d advice via the right channel at the right time.<br><br>Hallmarks of a robust and intelligent integrated digital platform include:<br><br><strong>Operational task automation.<\/strong> Automating repetitive and time-consuming tasks, like onboarding and compliance activities, reduces or eliminates RM intervention, which significantly improves advisor productivity and Next-gen HNWI experiences. Using Agentic AI and other technologies lets firms automate standardised processes, like completing complex portfolio analysis and generating related documents or reports.<br><br><strong>Actionable 360-degree insights.<\/strong> An advanced platform can help RMs generate multiple, holistic insights. Examples include self-service RM features for building customised client views or analysing client preferences and behavioral dynamics to create various scenarios, product mixes, and offers for an RM to present.<br><br><strong>Personalised product recommendations.<\/strong> With AI analysing complex client preferences and goals, tracking a client\u2019s evolving situation, examining previous client interactions, and scrutinising external information \u2013 like social media posts \u2013 a robust platform can generate hyper-personalised product recommendations and client-centered advice about complicated portfolio aspects, such as account structures, tax planning, or ESG screening.<br><br><strong>Seamless omnichannel interactions.<\/strong> Beyond giving advisors chatbots to speed up decision-making, an integrated platform also lets RMs seamlessly and automatically connect clients with resources. For example, an AI agent can orchestrate client portfolio monitoring, RM calendars, and contextual information to automatically prepare the appropriate client reports, like quarterly reviews. It can also generate the accompanying meeting invitations, reply to client meeting preferences, and populate an RM\u2019s calendar with agreed upon dates and times. Or, for a client who needs assistance from a WM firm\u2019s external partner, the platform can rapidly assemble acceptable options and connect the parties using preferred engagement channels.<br><br><strong>Flexible and scalable.<\/strong> Equally important as a platform\u2019s intelligence is its ability to meet future business needs, help WM firms capitalise on new market opportunities, and evolve as new technologies emerge. In other words, flexibility and scalability are critical for continuously advancing the RM platform to include additional forms of AI, process ever-larger data sets, handle an enlarging partner ecosystem, and manage an expanding array of product offerings.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/Infographics-for-Special-Use_02.png?w=960\" alt=\"\" class=\"wp-image-1147328\"\/><\/figure>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\"><strong>Incorporate a unified AI workspace.<\/strong><\/h3><\/div><div class=\"expander-content\"><p>To get the most from GenAI and Agentic AI, make sure the individual tools you adopt are integrated into a single, intelligent RM workspace. This gives your RMs smooth, streamlined workflows, letting them concentrate on bolstering Next-gen HNWI engagement (Figure 3).<br><br>A unified workspace:<\/p><ul class=\"box-list\"><li><strong>Enables natural language interaction<\/strong>, with the underlying technologies orchestrating queries to the various subsystems and assembling real-time responses for the advisor.<\/li><li><strong>Provides smart meeting preparation<\/strong>, equipping RMs with comprehensive insights that let them focus on delivery.<\/li><li><strong>Includes live voice and video call guidance<\/strong>, supporting RMs in real-time with contextual insights that integrate multiple information sources, such as internal data, external research, and social media posts.<\/li><li><strong>Furnishes effortless follow-ups<\/strong> with<strong> <\/strong>intelligent task tracking to make post-call activities more efficient and effective.<\/li><li><strong>Streamlines back-end operations<\/strong>, like automatically summarising research, reconciling trades, and speeding up onboarding to create a more efficient RM platform.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\"><strong>Implement an omnichannel wealth experience<\/strong><\/h3><\/div><div class=\"expander-content\"><p>Supporting your RMs doesn\u2019t stop with the technology platform you give them. It also requires transforming your legacy digital capabilities into a true omnichannel, client-facing experience that represents your firm\u2019s vision, mission, and service goals.<br><br><strong>Supply personalised, dynamic, data-driven interfaces.<\/strong> Whether online or in-app, Next-gen HNWIs expect digital interfaces that are tailored to their preferences and dynamically updated, including dashboards, insights, alerts, and messages.<br><br><strong>Provide contextualised content<\/strong> aligned with each client\u2019s profile, situation, and the services they receive. This should include market insights, investment recommendations, simulations, proposals, and portfolio analytics.<br><br><strong>Deliver a fully unified experience<\/strong> by integrating digital and physical channels. This includes unifying your client-facing channels with your internal RM platform, to give RMs a 360-degree client view and ensure consistent messaging across all channels. It also facilitates smooth, cross-channel client and RM transitions to optimise experiences and convenience.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\"><strong>Leverage cloud-delivered, integrated AI solutions.<\/strong><\/h3><\/div><div class=\"expander-content\"><p>As many WM firms lack the internal expertise or resources to build the necessary AI-driven platforms and omnichannel experience integrations, it makes sense to seek out specialised knowledge and expertise.<br>To make sure you\u2019re ready to appropriately support your RMs and capture the \u201cgreat wealth transfer\u201d opportunities, partner with a WM technology leader. Assess a provider\u2019s ability to give you a comprehensive WM ecosystem of solutions and integration capabilities \u2013 one that ensures both your firm and your RMs can deliver hyper-personalisation at scale.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/Infographics-for-Special-Use_03.png?w=960\" alt=\"\" class=\"wp-image-1147329\"\/><\/figure>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-in-conclusion-staying-ahead-means-starting-now\"><strong>In Conclusion<\/strong>: <strong><strong>Staying ahead means starting now<\/strong><\/strong><\/h2>\n\n\n\n<p>Despite the imminent convergence of a wealth transfer era that will see a larger pool of HNWIs with fewer advisors to serve them, many WM firms simply aren\u2019t set up for success.<\/p>\n\n\n\n<p>To make sure RMs can effectively engage with the coming wave of Next-gen HNWIs, WM firms must rapidly evolve their organisations \u2013 both technologically and culturally. Simply put, WM executives who delay will put their firms at significant risk of losing both investors and talent to their more agile peers.<\/p>\n\n\n\n<p>Leading WM firms are adopting industry-centric AI-driven RM tools and omnichannel experiences that eliminate manual processes, supply real-time guidance, and perform pre-defined tasks autonomously. By supporting their advisors and building Next-gen HNWI loyalty, these firms are positioning themselves to ensure long-term engagement and sustained business benefits.<\/p>\n\n\n\n<p>For more insights on how to build \u2013 and maintain \u2013 Next-gen HNWI loyalty, <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-wealth-report\/\" target=\"_blank\" rel=\"noreferrer noopener\">download the World Wealth Report 2025<\/a> today.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet the experts<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/03\/Gareth-Wilson-2-1.jpg\" alt=\"Gareth Wilson\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Gareth Wilson<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head of Banking and Capital Markets Practice<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">With over 30 year of experience, Gareth is an expert with a proven track record of developing long term client relationships and the successful management of large scale, complex, business critical client engagements.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2021\/05\/Sandeep-Kurne-1.jpg\" alt=\"Sandeep Kurne\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/sandeepkurne\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Sandeep Kurne<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head of Wealth and Asset Management, Consulting<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/sandeepkurne\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Sandeep is a digital strategy and business transformation executive with 25 years of global experience in positioning firms for profitability growth and shareholder value creation. He specializes in collaborating with traditional and fintech firms in banking, wealth management, and capital markets  \nto lead strategic digital initiatives. <\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n\n\n<section class=\"latest-insights layout-even layout-even-all-purple-cards is-style-default\"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Related research and insights<\/h2><\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" 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cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/world-wealth-report\/\" aria-label=\"World Wealth Report 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">World Wealth Report 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/wealth-management-top-trends-2025\/\" aria-label=\"Wealth management top trends 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Wealth management top trends 2025<\/h3>\n                                <div 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transformation","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[659,389,50,407,643],"brand":[],"service":[192,354],"industry":[363,625,70],"partners":[],"content-group":[],"class_list":["post-693805","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-agentic-ai","theme-customer-first","theme-data-and-ai","theme-digital-transformation","theme-gen-ai","service-customer-experience","service-data-ai","industry-banking-capital-markets","industry-financial-services","industry-insurance"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Capturing HNWI loyalty across generations - Capgemini UK<\/title>\n<meta name=\"description\" content=\"Despite a decade of keen industry interest in maintaining generational loyalty throughout the rapidly approaching 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