Online platforms are reshaping business dynamics, putting customers in charge and forever altering the customer experience. As Asset Managers weigh the critical decision of whether and how to embrace disruptive technologies and business models (which may not be profitable for some time, could undercut current product lines, and may not succeed at all), some lessons can be learned from Amazon’s journey.
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Technology has transformed how businesses communicate with—and learn from—their customers. Despite historic hesitancy on the part of many asset managers, driven in large by regulatory concerns, social networks play an increasingly pivotal role in the industry. Investment management functions such as idea generation, portfolio monitoring, and trading may attract the most interest, but social media is infiltrating the industry in other ways as well.