Expert insight
Connecting with clients is the key to advisor success
December 15, 2025
Despite an explosion of new products and platforms as well as changing demographics and expectations from time-constrained, tech-savvy clients, the core of successful financial advising remains the same, according to Janel Jackson, head of bank and institutional in Vanguard Financial Advisor Services. In a recent op-ed in Kiplinger’s Adviser Angle newsletter, Jackson discussed the evolving landscape of financial advising and emphasized the importance of continuing to connect personally with clients.
“The most successful advisors in 2026 will be those who prioritize coaching and planning with families over transactional services to counteract the increasing complexity of clients’ financial lives and the need for personalized, holistic advice,” she said.
Generational wealth transfer: Why empathy matters more than ever
Jackson highlighted the ongoing generational wealth transfer—the largest in history—noting that today’s inheritors differ from previous generations in risk preferences and communication styles. Family-based planning and holistic coaching now take precedence over purely transactional services, fostering trust and long-term relationships.
“Advisors must adapt their human touch to better serve a younger and more diverse clientele,” she said. “They must develop skills to understand and address the unique financial needs and concerns of these clients, ensuring that they feel supported and heard.” Jackson emphasized that empathy will be a key differentiator as inheritors increasingly seek advisors who understand their goals.
Leveraging AI and tech tools to enhance advisor-client relationships
Jackson added that technology, especially AI, is positioned as an enabler rather than a replacement for advisors. Tools such as generative AI can recap calls, take notes, and tailor market summaries to client preferences, allowing advisors to focus on relationship management and strategic planning. Jackson also pointed out that the proliferation of investment products means advisors must leverage technology for deeper analysis, ensuring true value for clients.
A projected gap of 100,000 advisors by 2034 is a “right now” challenge, Jackson warned. To address this, she said, firms might rethink practice management through team approaches, scalable solutions, and robust training programs that balance technical and interpersonal skills.
Ultimately, Jackson concluded that the most successful advisors in 2026 will be those who seamlessly integrate innovative technology with an irreplaceable human touch, allowing them to thrive amid changing client expectations and a competitive market.
“By leveraging new technology to better provide coaching and planning and address the talent shortage,” she said, “advisors can thrive in an increasingly competitive market.”
Notes:
All investing is subject to risk, including the possible loss of the money you invest.
Advice services are provided by Vanguard Advisers, Inc., a registered investment advisor, or by Vanguard National Trust Company, a federally chartered, limited-purpose trust company.