In an increasingly competitive market, Vincent Lévesque, vice-president, head of products at Croesus, believes personalized video communications help to give firms an edge over competition.
Building relationships with advisors has always been a fundamental aspect of the wealth management experience. Investors need to trust their advisor, and the best way of doing this is through engagement and a sense of understanding. A core part of this is personalization. If an advisor truly understands their client and provides them with a tailored experience, trust is strengthened, and retention is more likely.
However, while personalization was once an optional value-add, it has quickly become a necessity. Lévesque noted, “Personalization has shifted from a competitive advantage to a client expectation.” Investors demand access to advice tailored to their goals, portfolios and specific circumstances, rather than a one-size-fits-all approach and standard market commentary. A PwC report found 66% of high-net-worth (HNW) investors wanted more personalization in their wealth management relationship. Similarly, a report from Accenture of investors ranging in net worth found that 55% believe the advice they currently receive is too generic.
Faced with increased demand, advisors are looking to offer clients tailored experiences; however, they must navigate more complex portfolios and vast amounts of data. This makes it difficult for them to turn the information into impactful client conversations, Lévesque explained. To address this challenge, technology can empower advisors to transform portfolio data into client-ready explanations.
Lévesque said, “With Croesus Vidia (powered by Storyline), advisors can quickly provide clients with clear updates, helping them understand their portfolios. This approach scales communication while building trust and relevance at the core of advisory relationships.”
A common misconception wealth firms have with personalisation, is what it really looks like. Lévesque explained that firms often think adding a client’s name to a message or putting communications into broad categories equates to personalisation, but that is not the case. “Genuine personalisation means communication that truly reflects a client’s actual portfolio and individual financial goals.”
Another pitfall comes on the other end of the spectrum; a belief that advisors must manually draft every communication. There are tools available that can help craft personalised communications, minimising manual workloads but still catering to customer demands. For instance, Croesus Vidia can structure portfolio details into explanations that advisors can review and share with clients.
Lévesque added, “When implemented thoughtfully, technology supports advisors by simplifying communication rather than replacing their expertise. This allows firms to deliver more relevant engagement without adding operational complexity.”
Bringing personalisation to communication
Communication is a fundamental part of an advisor’s personalisation strategy. A personalised portfolio is only half of the battle and a tailored interaction with clients can quickly foster a deeper relationship.
Croesus offers clients its Vidia solution to help them upgrade their communication capabilities. The AI-powered tool converts financial reports into personalised video updates for clients. These short videos can clarify portfolio activity and investment status in a compliant and engaging manner. This ensures advisors can sustain regular engagement without the manual preparation time, allowing them to focus more on strategic guidance and planning.
However, this is not to say the videos are a replacement to the human involvement, but a complement to their services. Lévesque said, “AI should not replace advisors – it should help them focus on what matters most: client conversations.”
When it comes to communication methods, Lévesque believes video is emerging as the most effective tool for advisors, thanks to its engaging format and ability to clearly break down and explain complex financial details.
“Instead of lengthy written updates, advisors can deliver concise branded and tailored messages that clients can watch when it suits them. With Croesus Vidia, advisors can easily create short videos that explain portfolio performance and developments in a clear and accessible way. These tools help advisors communicate more clearly, maintain regular engagement and scale client communication without significantly increasing their workloads.”
“Video is turning portfolio data into conversations clients can actually understand.”
Lévesque noted that customer expectations are evolving rapidly. Investors want timely insights, clear communication and digital experiences that have the same level of convenience as other industries. In order to keep pace with this, Lévesque emphasised the importance of tools that can simplify portfolio communication. “Croesus Vidia helps advisors turn data into ready-to-share explanations, reducing preparation time and improving clarity.
“By enabling more frequent and meaningful communication, firms can strengthen relationships and demonstrate ongoing value to clients – two key factors in maintaining long-term loyalty and retention.”
While other solutions might help advisors improve their communication, Croesus stands out for its ability to equip advisors with tools to build clearer, more meaningful interactions. He added, “The goal of technology in wealth management isn’t automation – it’s better conversations.” This is what Croesus does, the combination of portfolio communication tools, advisor oversight and seamless workflow integration allows firms to scale relevant client engagement while fostering the trusted relationships that form the core of wealth management.
Trusting the AI and communication
While there is a lot of hype and excitement around AI, there are still trust issues surrounding the technology.. Lévesque noted that trust in AI videos relies on transparency and whether the technology is used to support the advisor or replace them.
Croesus always uses the technology as a support function. While Croesus Vidia generates summaries with verified data, it is always reviewed by advisors, and they deliver the final, personalized communication. The advisors retain full control of the message, with the technology serving only to structure and present portfolio details clearly. This ensures interactions always reflect professional judgment and regulatory standards. “This balance ensures technology improves efficiency while preserving the expertise and judgment that clients ultimately rely on.”
Additionally, the platform operates on secure wealth management systems, allowing firms to maintain strong governance and compliance. This culminates in advisors having full control. “Croesus ensures that both advisors and clients can feel confident in the communications being shared.”
Another concern customers might have with personalized communication is privacy. Whenever it comes to leveraging data, there is always a concern around data privacy and protection. When using personal data in a communication channel, failing to reassure a customer about protections could erode the trust they have. As such, Lévesque noted it is vital that firms ensure transparency, exercise strong governance, and follow regulatory frameworks.
“Clients seek assurance that their information is managed responsibly and solely to enhance their financial experience. Thoughtfully applied technology can meet these expectations. Croesus Vidia operates in secure advisory environments and leverages existing portfolio data to generate summaries and explanations without gathering extra personal information.” Through this, firms can offer clearer communication and ensure high security standards. He added, “Personalization only works if clients trust how their data is being used.”
A future for personalized communication
Looking ahead, Lévesque believes technology will have an increasingly important role in supporting advisors over the coming five years. As portfolios grow in complexity and client demands intensify, advisors will seek tools that help them translate financial data into easy-to-consume communication, he explained.
AI will play an important role in organizing and presenting portfolio information, but advisors will remain essential in interpreting insights and guiding clients through complex financial decisions. Alongside this, Lévesque ensured Croesus will remain committed to empowering advisors through technology that keeps personal relationships at the heart of wealth management, “helping firms deliver genuine value, adaptability, and trust for years to come.”
As to what role Croesus will play, Lévesque concluded, “Croesus is focused on enabling that balance. Through innovations like Croesus Vidia, the goal is to simplify how advisors present portfolio performance and updates, helping them deliver clear communication that strengthens client relationships and supports the future of wealth management.”
Croesus was recently named in this year’s WealthTech100, which identifies the companies that every leader in the wealth and asset management industries needs to know about in 2026. The full WealthTech100, including profiles on each company, can be found here.
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