With the rise of multi-platform devices ushering in a new age of web design, the brokerage industry must adapt to rising client expectations of what a brokerage interface should look like and offer. Firms that successfully manage this transition will be well-positioned to provide a consistent experience, regardless of how clients access their account information. Firms that do not, however, risk losing clients to more digitally competent firms. In the current climate of repeated one-upmanship, it is important to keep up with the latest trends and developments throughout the industry or risk falling behind the competition. To that end, we offer our annual industry overview of the fullservice brokerages in our e-Monitor competitive set.
Like last month’s report on self-directed brokerages, each firm’s Detailed Finding provides a graphic timeline and overview of significant product, service and digital updates made over the past year. These findings can be useful to determine the rate of improvement and areas of focus for each firm since our last full-service industry overview report in August 2017. Because many full-service firms are not as digitally capable as the hybrid and self-directed firms in the e-Monitor coverage set, we provide a Detailed Matrix geared more toward the less common—but still useful—digital features offered by some full-service brokerages. Finally, we offer our take on major trends and highlevel industry movement in the Trends around the Industry section.
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