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This might be the artificial intelligence era, but AI’s greatest contribution to financial services isn’t replacing advisors — it’s making them more human. As technology automates administrative burdens, advisors have an unprecedented opportunity to focus on what their clients truly value: empathy, understanding, and genuine presence.
The demand for an “old-fashioned” portfolio manager — those who relayed investment performance with lots of jargon — is fading. Clients now want partners who listen, interpret, and guide them through life’s financial transitions.
At the Advice Engagement conference, where industry leaders gathered to explore the evolution of advice delivery, experts from across the wealth management ecosystem — advisors, custodians, WealthTech founders, educators, compliance pros, TAMPs, credit unions, and data scientists — returned to this theme: Clients are seeking emotional connection just as much as financial expertise.
Stephanie McCullough of Sofia Capital expressed this client reality beautifully:
For so many of my clients, especially women in midlife, money isn't just numbers — it's emotional, and sometimes brings a lot of baggage and stress. What they're looking for isn't a robot or software; they want someone who truly hears them, who can say, 'You're not crazy, you're not terrible.' As advisors, we have a unique opportunity to provide not just expertise, but empathy and a safe space for our clients.
However, making the leap required by this profound shift in expectations cannot happen overnight. It will take firm leadership setting expectations and educating advisors before they are willing to fully embrace their humanity.
Larry Sprung, CFP®, CEPA®, founder of Mitlin Financial, framed the transition clearly:
I'm going to have more support staff and train people more on the behavioral finance and emotional intelligence (EQ) part of the business rather than the tactics and the planning, because I think we're going to be able to rely on technology for the planning stuff. But we're still going to need people to deliver.
For advisors who have historically hidden behind their fintech — or who haven’t yet mastered managing the emotions connected with money — here are some ways to embrace their humanity.
1. Add emotional intelligence training to onboarding and continuing education.
Assuming that everyone possesses the same level of emotional intelligence is a mistake. As Jocelyn Wright, Managing Partner at PF Wealth Management Group, observed: "Younger advisors need teaching on communication and empathy. It's not just about the plan." Firms must instill the specific qualities they want advisors to project, ensuring staff are aligned on the nuances of client interactions.
Ashley Quamme, a financial therapist turned advice coach at Beyond the Plan, identified a critical gap: "There is no actual training around basic communication skills. What do you say when a client has lost their spouse?" These are the moments where emotional intelligence training becomes essential — and where the value of a human advisor truly shines.
