It worked – but it was static. It was a bit like handing someone a paper map for a long, complicated road trip. You could circle the key stops, highlight the direction and give them verbal cues. But what happened when they hit a fork in the road? Or changed their mind? Or panicked mid-journey? You wouldn’t know until the next meeting.
Today’s clients want more. And advisers need to adapt.
Technology now allows us to replace those paper maps with interactive dashboards – dynamic, visual tools that help clients see their financial journey before decisions are made. With technology, we can enable clients to explore “what if” scenarios, access their plans 24/7 and engage more deeply in the advice process.
In this article, we’ll explore why improving client engagement is critical for modern advice businesses – and how technology is the key to doing it well.
The new engagement standard
In the digital era, engagement isn’t just about regular communication – it’s about relevance, empowerment and clarity. Clients want:
- Personalised, easy-to-understand advice.
- Visual representations of their progress.
- Access to their plan and documents anytime, anywhere.
Help understand their future before it happens
In fact, according to a 2023 HubSpot study, 80 per cent of clients now expect immediate responses to inquiries. But more than speed, they want access. Tools like client portals, dashboards, mobile apps and scenario modelling empower clients to engage on their own terms – without waiting for the next meeting. This doesn’t mean replacing human advisers. It means using technology to strengthen relationships, improve service and reduce miscommunication.
From transactions to transformation
The difference between a paper map and a digital dashboard isn’t just style – it’s function. Static maps are fixed. They don’t update, they don’t learn and they certainly don’t offer visual insights.
An interactive dashboard, on the other hand, can:
- Visually display progress toward goals.
- Model the impact of decisions (e.g. retiring at 62 versus at 67).
- Reinforce key behaviours like saving, investing and rebalancing.
- Let clients explore scenarios in a safe, adviser-guided space.
When clients can see their financial lives in motion, they become emotionally engaged. This builds trust, confidence and action.
Behavioural benefits: Why technology helps clients think more clearly
Oxford Risk’s research into behavioural finance has identified four key personality traits that influence how clients behave with money:
- Composure – how they cope with market uncertainty.
- Confidence – how secure they feel making financial decisions.
- Financial comfort – their sense of long-term security.
- Impulsivity – their tendency to act emotionally or quickly.
Many clients, especially those with low composure or confidence, delay decisions or disengage entirely. Others overreact to short-term noise or act on impulse. Technology helps bridge the emotional gap. When paired with behavioural profiling, digital platforms can:
- Tailor communication based on personality type.
- Provide calm, scenario-based modelling in volatile markets.
- Reinforce long-term strategy visually.
- Nudge clients gently back on track when they disengage.
The result? Clients make fewer behavioural mistakes – and advisers spend less time pulling them back from the ledge.
Practical ways to engage with tech
Here are some practical, proven ways to use technology to enhance client engagement in your advice business:
1. Onboarding and discovery
Start by replacing paper-based fact-finds with interactive digital forms. Use pre-meeting questionnaires to understand goals, values and behaviours. Your software should offer tools to assess financial concerns, personality, thinking styles, values and life areas – all before the first meeting.
2. Plan presentation
Don’t rely solely on a 60-page statement of advice. Use interactive modelling tools to demonstrate the “why” behind your strategy. Visuals such as timelines, cash flow projections and goal paths resonate more than numbers alone. Clients want to know, “What does this mean for me?” – and technology helps you answer that, clearly.
3. Implementation and access
Use digital signature tools and secure client portals to streamline paperwork. Clients should be able to log in, view their plans and retrieve important documents at any time. This 24/7 availability builds trust, reduces confusion and shows transparency.
4. Ongoing engagement
Schedule automated check-ins based on milestones (e.g. birthdays, goal progress) or risk triggers (e.g. market drops). Tools like calendar integrations, automated video updates or chat portals can help you stay connected – without adding hours to your week.
5. Client education
Digital platforms can provide clients with videos, calculators and personalised dashboards that explain core advice concepts. This empowers clients to make better decisions and see you as a trusted coach, not just a financial technician. According to the National Endowment for Financial Education, 62 per cent of clients now prefer to learn through online resources.
Reframing the adviser’s role
Some advisers worry that technology makes advice feel impersonal or replaces the human touch. But in truth, it does the opposite.
Technology allows you to spend more time on what matters: coaching, strategy and empathy. It removes the friction from document management, data collection and repeated explanations.
Think of it like this: you’re still the driver. The GPS just helps you see further ahead, spot potential detours and avoid dead ends. Your clients are still in the passenger seat – but now they can read the dashboard too.
Ready to make the shift?
If you’re still relying on spreadsheets, word documents, static PDFs or once-a-year reviews, it’s time to upgrade your map. Start small:
- Introduce a client portal.
- Add scenario modelling tools to reviews.
- Try one behavioural profiling tool during onboarding.
- Swap a PDF plan summary for a visual, client-facing dashboard.
Your clients don’t expect you to be a tech expert. But they do expect an experience that feels current, clear and personalised.
Final thoughts: A better journey, together
Clients aren’t asking for less advice – they’re asking for better engagement. They want to feel prepared, not passive. Informed, not overwhelmed. They want to walk into every meeting with a sense of direction – and leave with confidence.
Technology doesn’t replace what makes advisers special. It enhances it. By moving from static reports to interactive dashboards, from one-size-fits-all to tailored experiences, and from reactive communication to proactive empowerment, advisers can build a new standard of engagement – one rooted in trust, transparency and clarity.
The paper map had its time. Now, the journey is digital – and advisers who make the shift will lead their clients further, faster and with far greater confidence. Now is the time to make the shift – from static advice to dynamic engagement. Your clients are ready. Are you?
Johann Maree, head of research and training at AstuteWheel
