Capgemini-吸引几代高净值人士的忠诚度-WMs如何通过成功的人工智能策略将飞行风险转化为忠诚客户（英）-2025_11页_1mb

Analysis Summary

This report examines the challenges and opportunities for wealth management (WM) firms to maintain HNWI loyalty amid the "great wealth transfer." The core issue is the high flight risk among Next-gen HNWIs (Gen X, Millennials, Gen Z), driven by their demand for hyper-personalization, lack of desirable digital channels, and dissatisfaction with current services. With the convergence of demographic shifts, digitized expectations, and an impending shortage of relationship managers (RMs), WM firms must leverage AI and advanced technologies to counteract attrition.

Key findings include:

• Over 80% of Next-gen HNWIs identify as "post-inheritance flight risks," yet many WM firms lack loyalty-building strategies.
• RMs are crucial for client retention; however, only 56% of firms provide necessary AI tools for personalization and engagement.
• AI, including GenAI and Agentic AI, enables automation of routine tasks, real-time insights, and hyper-personalized interactions, improving both client bonds and productivity.
• Empowering RMs through five critical steps—including developing adaptive AI frameworks, intelligent digital platforms, unified workspaces, omnichannel experiences, and cloud-based AI solutions—helps overcome challenges and capitalize on the wealth transfer era.
• Firms that adopt these strategies will better retain clients, attract talent, and achieve sustained business growth.

The report concludes that delaying AI adoption puts WM firms at risk, and immediate action is needed to transform organizational and technological capabilities. For further insights, refer to the full Capgemini World Wealth Report 2025.

Key Recommendations for WM Firms

• Elevate the role of RMs by integrating AI tools for seamless client engagement.
• Implement omnichannel and personalized strategies to meet Next-gen HNWI expectations.
• Measure success through feedback loops and continuous technology refinement to adapt to evolving client needs and market dynamics.