Dave Mason

The other thing that CRM tools are really underutilized for it in wealth is joining up the different channels that clients can interact with and making sure that clients are now expecting it.

So it's kind of table stakes now is to have the opportunity to have a really good face-to-face relationship.

Of course, that's core to the business, but support that with

digital tools and the ability to interact offline.

And that's where CRM systems can really help bring these things together.

So you can get that single view of the client and understand how they're taking different services from different parts of the organization.

So sorry, a long answer to it, but it's not unusual to see fragmented use of technology in the industry.

I think it's still got its grips with how best it can leverage it.

But I think the firms that are able to embed that well and use it well are the ones that are succeeding and are going to continue to win.

Yeah, I don't know.

I'll add to that is, of course, the enabler for this, any technology is the quality of your data.

So you can have a description of a KPI you want to track.

And that's probably one of the reasons why CRM is struggling to be adopted in many firms is because a system is only as good as the data that's being provided.

If you're given a system to manage your day and actually the data's in there, rubbish, you're going to reject it pretty quickly.

We all would.

But the legacy situation a lot of firms have because of the complexity of the propositions means that actually getting data into good enough formats and a secure way to enable these tools and including AI, that's often where the biggest challenge is.

So we see that a lot in the firms we talk about.

I think Donald broke the rule.

that was this the one thing and donald had about a list of 10 so we're gonna i think between julia and donald i'm now uh you know running out of things so i'm gonna say two things one serious one is uh at all times have the voice of the client in the room sounds corny but actually at the end of the day you've got to really think about what that experience is going to be like for that client through the process and why you're doing it and then the second thing just to follow up on donald's is have some professionals in the room if you need some help um like us i love it

I think this, to your definitions of growth, it's also some of the drivers for these acquisitions are to enable organic growth going forward.