财富管理比拼“超个性化” 如何用科技回答“逆人性”的投顾新课题
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  类型:CBA公司发布球员保障险
  时间:2024-07-13 09:43:55
剧情简介

作为资管新规后的银行理财“净值化元年”,今年以来,银行理财市场已经历了两轮破净挑战。

今年3月,股票市场回撤影响部分理财产品净值,混合类、权益类产品出现破净潮。而上周,受多个政策影响,市场对未来经济预期好转,引发债市急跌,从而导致银行理财、债基等资管产品净值大幅回撤,投资者在恐慌情绪下掀起非理性赎回潮,净值型短债产品赎回最多,甚至波及现金管理类产品。

“今年是投资者陪伴和净值化教育的大年。”某券商数字金融部领导表示。

在“以客户为中心”的财富管理新时代,当市场剧烈波动时如何安抚投资者,如何将投资者教育贯穿客户投资全流程,如何调整客户的收益预期,如何提升客户投资认知,都是机构在提供投顾服务时要面对的新课题。

财富管理的数字化转型正在帮助机构实现“千人千面”的投顾能力建设。一方面基于多维度指标深化客户洞察,了解客户真正的风险偏好与产品预期,另一方面建立机构与客户间的信任机制,实现投资决策的全程陪伴。

图片来源:视觉中国

多位采访对象向记者指出,过去财富管理服务的个性化,主要是通过数据分析为客户打标签,按相关标签推送个性化内容,推荐个性化产品,但实际上金融机构对客户洞察与实际情况存在“鸿沟”,其提到的客户洞察包括对客户投资习惯、投资目标、风险承受能力等等。

“以往机构对客户,特别是高净值客户的分级主要是基于资产管理规模,但互联网等新型代销平台的介入,为客户分类分级提供了新思路。”某券商金融科技部门负责人向记者表示,基于对客户投资目标、交易数据、行为数据、交互数据、社交数据等多维度洞察,其正在探索超个性化的客户服务。

为进一步“看清楚”客户,金融机构一方面通过组织架构调整实现数字科技与财富管理业务的融合,另一方面通过数据中台整合打通各部门数据,实现对客户的全方位洞察。

机构组织架构调整方面,2020年以来,在网络金融部的基础上,、、银河证券、、、安信证券等多家券商整合新设数字金融部,重新梳理财富与机构客户需求,面向不同客群的分类分级,实现客户需求的精准挖掘与响应,从而提升客户体验。

“各部门之间数据壁垒暗中制约了对客户真实财富结构和财富管理需求的洞察。”某股份制银行私行部门领导表示,要打通各部门对客户交易数据、交互数据、社交数据、行为数据,从而对客户进行全方位综合洞察。

银行端则将发力点放在渠道数据的整合,如建立“个性化客户经营大脑”,在线上、一线客户经理等各渠道中,形成千人千面的营销策略,通过统一客户视图实现客户的全流程闭环管理。

超个性化不仅体现在用户的分类分级管理,还体现在资产配置、交易行为方面。如何挑选、如何控制风险、何时交易、如何调仓,都是超个性化投顾需要帮助客户解决的问题,但其核心需要建立机构与客户之间的信任机制。

“财富管理应当是逆人性的。”某互联网理财平台负责人向记者表示,风险具有隐蔽性与滞后性,投资者受人性驱使,在获得收益时往往会失去理性,从财富管理的角度来说,收割客户是更简单的做法,但这并不是长久之道。

理财魔方联合创始人姜海勇告诉记者,投顾过程是反用户情绪的,它要规避本能驱使的追涨杀跌行为,也正因如此,现阶段机构对用户认知的纠偏和教育成本比较高。“公募基金发展20年,大多数基民还只能看得到资产的收益,看不到投顾的隐含价值,是通过风险控制,帮助投资者留下来拿到收益,这背后是巨大的认知鸿沟。”

盈米基金且慢投顾业务负责人林杰才向记者表示,目前对客户行为数据、交易数据的采集分析应用已非常普遍,在方法论层面,盈米会着重通过技术手段识别客户的投资成熟度。“我们的投顾业务对客户的心理状态非常敏感,不同成熟度的客户在市场波动的情况下心态差异很大,对投顾的需求也存在差异。”他表示,将技术分析与投顾垂直行业的理解、教育相结合,以个性化内容的形式输出给客户,帮助客户提升认知,是贯穿投顾服务全流程的工作。

前述互联网理财平台负责人透露,“一般来说机构识别客户风险承受能力与理财需求偏好,都使用问卷的形式,但从我们的实践来看,很多用户在回答问卷时,会对自己的金融资产与实际收入进行调整,导致最终风险识别效果并不理想。”

他表示,机构需要多维度探测客户的风险承受力,而且风险承受能力这一指标是动态变化的,不同的市场环境、不同的人生阶段,都会使得用户风险承受能力出现变化。他认为,引导客户做逆人性的投资决策,需要资管机构、代销平台一起做好用户预期管理,包括用户对收益的预期和对风险的预期。

“平台常常重视用户的收益预期,但忽略其对风险的预期。”他指出,银行、券商、互联网平台作为代销方,需要在售前、售中、售后建立全覆盖、全流程的风险管理体系。“这个风险管理体系既需要对销售的金融产品风险进行动态识别、预警、监控,也要对客户的风险承受能力进行动态识别、监控,始终保持产品和客户、资产和资金的适配。”

某头部股份制财富管理部门领导表示,过去狭义的机器投顾基于算法为投资者提供全权委托的资产管理服务,但随着公募基金投顾试点的推出,未来智能投顾将更侧重于数字化服务体系的建设,提高理财经理专业化投顾服务的能力与效率,真正实现全流程的客户投资陪伴。

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