The term “multifamily office” gets used by nearly every wealth firm today, but few can define it clearly—and even fewer deliver what ultra-high-net-worth families truly need.

In this episode, Rachel Hyman, President of Family Wealth Alliance, joins Alex Kirby to bring structure and insight to an increasingly crowded and confusing space. Drawing on FWA’s Voice of the Client Survey, developed with Bain & Company, Rachel shares how elite firms deliver not just functional value, but emotional connection, reduced anxiety, and generational stickiness.

You’ll learn how the best MFOs think about complexity, family dynamics, client expectations, and how to benchmark your own firm using both the Elements of Value and FWA’s 10 multifamily office service areas. Whether you serve $30M or $300M families, this conversation will help you clarify your positioning—and elevate your client experience.

This is a must-listen for advisors looking to deepen relationships, differentiate in the UHNW space, and build a multigenerational practice rooted in purpose and trust.

What You’ll Learn in This Episode:

• The four-part framework that defines a true multifamily office
• What over 3,000 UHNW clients say they really value in an advisor
• Why emotional connection and anxiety reduction matter more than performance
• How “heirloom,” “hope,” and “self-transcendence” show up in wealth advising
• The 10 service areas that define MFO integration and complexity
• Why fees ranked near the bottom in importance for ultra-wealthy clients
• How firms are using this data to improve retention, loyalty, and relevance

Notable Quotes from Rachel Hyman:

“The best firms today are not just managing money. They’re managing complexity.”

“Reducing client anxiety is the single biggest differentiator in this space.”

“Emotional value is where you create stickiness. That’s how you build a 50-year relationship.”

Explore More from Family Wealth Alliance:

Voice of the Client Survey Toolkit → https://www.familywealthalliance.com/cpages/clientsurveytoolkit

MFO Standards PDF → https://mcusercontent.com/c242860553fd2c0fef2abbca3/files/357fb0c3-1295-9fc2-4aae-1896ab1f6516/MFO_Standards_Dec_2024_1.pdf

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Explore more at totalfamily.io | Follow us on LinkedIn | Watch episode clips on YouTube

Over the next two decades, $83.5 trillion in wealth will shift to a new generation—yet 81% of next-gen high-net-worth individuals plan to switch advisors shortly after inheriting. That should be a wake-up call.

In this episode, P.V. Narayan, Head of Banking for the Americas at Capgemini, joins Alex Kirby to discuss the firm’s latest World Wealth Report and what it means for the future of advisory relationships.

P.V. outlines why this moment is different from past warnings about wealth transfer—and how firms can position themselves to retain assets, remain relevant, and recruit top talent. Together, they explore the mindsets of rising-gen investors, the digital fluency gap in advisory firms, and the skillset shift advisors must make to thrive in an AI-first era.

This conversation is a must-listen for advisors who want to stay ahead of the curve, meet the expectations of younger clients, and build a multigenerational practice that lasts.

What You’ll Learn in This Episode:

• Why the $83.5 trillion wealth transfer is finally triggering real change
• What next-gen clients want—and why they’re ready to walk
• The hidden cost of failing to build relationships with heirs and spouses
• Why digital fluency is now a baseline expectation
• How to compete nationally and internationally in a post-geographic advisory world
• What firms must do to attract and retain rising advisor talent
• Why the human element still matters more than ever

Notable Quotes from P.V. Narayan:

“It’s not a matter of if the transfer happens. It’s when. The firms who prepare now will be the ones who thrive.”

“This generation of clients is AI-first. They expect tools, access, and insights—not just advice.”

“Advisors don’t just need new products. They need a new posture—one that says: I understand who you are and what you want.”

Explore the Capgemini 2025 World Wealth Report: https://www.capgemini.com/wp-content/uploads/2025/06/WWR_2025.pdf

More from Capgemini: https://www.capgemini.com/us-en/insights/

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We believe wealth is well-being. Subscribe to the Visionary Advisor Newsletter for practical tools and ideas to serve families across generations.
Explore more at totalfamily.io | Follow us on LinkedIn | Watch episode clips on YouTube

Ultra-high-net-worth (UHNW) clients are not just managing assets — they’re navigating identity shifts, power transitions, and emotional complexity that challenge even the most seasoned advisors.

In this episode, Ken Haman, Managing Director of the AllianceBernstein Advisor Institute (AB AI), shares insights from his white paper, The Emotional Journey of the Ultra-High-Net-Worth Client. He explores the psychological and emotional transitions that shape a client’s evolution — from wealth builder to legacy steward.

Ken explains why many advisors lose relevance during moments of change — especially when a client’s most important question becomes: “What am I missing?” He challenges advisors to see these transitions not as threats, but as opportunities to shift from simply providing answers to truly offering insight.

For advisors looking to elevate their value, deepen trust, and guide clients through complexity, this conversation delivers a powerful framework to rethink how you serve.

What You’ll Learn in This Episode

• Why planning and performance alone aren’t enough to retain UHNW clients
• The moments when clients feel emotionally unanchored—and what they need from you
• How to shift your role from technician to guide during liquidity events and life transitions
• The critical difference between offering insight and offering advice
• What to listen for when clients talk about uncertainty, control, and the future

Notable Quotes from Ken Haman

• “The job to be done is always tied to the client’s point of need.”
• “Portfolios will be built by machines. Advisors need to focus on what the machines can’t do.”
• “Your business model should reflect who you want to serve—not just what you want to sell.”

Learn More from Ken Haman

To explore more of Ken’s thinking, subscribe to his podcast: Secrets of Successful Advisors.
Visit the AB Advisor Institute to access more tools, articles, and frameworks.
Read the full white paper discussed in this episode, The Emotional Journey of the UHNW Client.

Send us feedback

Stay Connected with Visionary Advisor
We believe wealth is well-being. Subscribe to the Visionary Advisor Newsletter for practical tools and ideas to serve families across generations.
Explore more at totalfamily.io | Follow us on LinkedIn | Watch episode clips on YouTube