Matching FinTech Advice to Participant Needs
Matching FinTech Advice to Participant Needs
Lessons and Challenges
The financial services industry is changing rapidly with the arrival of new economies of scale and networking effects attributable to FinTech, particularly via online or ‘robo’ advice. This chapter reviews the ‘robo-experience:’ how does it differ, if at all, from more traditional advice, and what is likely to happen next? After reviewing the goals and objectives of robo-advice, evolving advice models, who uses robo-advice, and investor behavior, we conclude that first adopters tend to be more affluent Millennial investors, as well as others seeking fast, mobile, and easy access to their finances. Nevertheless, though robo-advice has promised much, evidence is thin on the actual effects of using advice, such as changes in asset allocation and long-term effects on financial security.
Keywords: customer experience, robo-advice, Millennials, technology, financial advice
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