Overview

Today’s clients expect seamless digital experiences.

But they don’t all want the same thing.

Technology, AI and self‑service are reshaping how Australians engage with financial advice. Some clients are confident early adopters who expect digital‑led experiences. Others are more cautious, shaped by concerns around trust, capability or risk.

For advisers, the challenge is not whether to use technology - it’s knowing when digital tools add value, and when human judgement matters most.

Based on Netwealth’s latest Advisable Australian research with over 1,000 Australians, this report explores how clients actually feel about technology, AI and advice, and what that means for advice practices designing connected, trusted experiences.

In this report, we explore:

• How client expectations differ by digital confidence, not just age or wealth - Why a one‑size‑fits‑all approach to digital engagement no longer works.
• Where technology and AI are welcomed - and where they aren’t - Which parts of the advice journey clients prefer to self‑serve, and where adviser involvement remains critical.
• The trust, risk and data considerations shaping client comfort - What clients worry about most, and how transparency and reassurance strengthen trust.
• Practical guidance for balancing digital efficiency with human value - Clear, actionable takeaways advisers can prioritise to refine their digital‑human advice model.

Designing the right balance matters 

Clients increasingly expect convenience and visibility through digital tools. But when decisions feel complex, uncertain or high‑stakes, they still look to advisers for judgement, reassurance and accountability.

Understanding where technology adds value, and where your expertise matters most, is becoming a key differentiator for advice practices.

Download now to understand what clients value, and how expectations are evolving