This week, I attended an industry conference in sunny and hot Scottsdale, Arizona, hosted by our custodian broker partner, Charles Schwab. I was honored and excited to be a part of this invitation‑only event, which brings together 150 elite independent advisory firm leaders. Having access to Schwab’s senior executives and key decision‑makers is extremely valuable as we continue to navigate the ever-evolving financial services landscape. We do so always through the fiduciary lens of doing what is in the best interest of you – our clients.
Market volatility has continued in earnest this week. While I was on the road, our team was hunkered down actively defending your bottom line during a tough week for the markets. We are playing defense as conflict continues in the Middle East. Know when you see trade confirmations, that is our team hard at work in your behalf.
An important part of our responsibility as independent advisors is staying closely connected to the broker that safeguards client assets and provides valuable infrastructure that supports elements of the service we deliver to you. Understanding where Schwab is investing, how they are thinking about the future, and how they support independent firms like ours is essential.
The event featured a fascinating lineup of speakers, including top brass from Schwab in investments, service, compliance and executive leadership. There were inspirational keynotes, sociologists, as well as two distinguished data scientists from MIT. After 2 and a half days of sessions from sun-up until sun-down, I am filled with new knowledge and optimism for the future, and I want to share some of this with you.
Technology and the Role of AI
Artificial intelligence was a consistent theme throughout the conference (and just about every other industry event I have attended in the past 12 months). The overarching consensus was clear and in alignment with our belief: AI is a very powerful tool to enhance our workflows, however advice remains a relationship business. We know you value trusted human relationships, thoughtful judgment, and experienced advisors who understand your unique goals and challenges.
That said, AI is proving to be a powerful tool to make us better. Used thoughtfully, it allows advisory firms and service organizations to work more efficiently, respond more quickly, and ultimately spend more time with clients, not less. Our firm has been utilizing an AI notetaking tool this year, and its usage was validated and supported based on data presented. The design of an AI notetaker is to capture meeting notes in a compliant fashion and capture follow-up items. Our experience thus far has been overwhelmingly positive, and clients have had positive feedback as well. It enables us to be more present in conversation with you on all levels while still capturing valuable data and action items. The use of this technology has also accelerated the development of our associates, as they have the ability to also be more present in meetings and conversations.
It is beneficial to learn how other like-minded firms are using new technology tools in a way that maintains client privacy and compliance requirements. Roundtable discussions I was a part of this week were very helpful to provide new ideas as well as validate the direction and approach we have had to AI. I am energized from the session I just attended and cannot wait to bring the learnings back to the office and share with our team so we can discuss and see what will be appropriate to start testing internally. We continue to lean into new AI technologies and will keep you informed along the way.
The combination of people and technology continues to strengthen the independent advisory model, which is the fastest‑growing segment within financial services. We have seen a Bull Market in the advice business, and statistics prove that more and more investors are seeking objective, independent advice. Based on current growth rates, the independent advisor segment will be the largest in all of financial services by the end of this decade. We celebrate this, for over 50 years, our firm has grown with the industry!
Generational Values
Another session I found particularly insightful focused on demographics and values across generations. Baby Boomers, Gen X, Millennials, and Gen Z place emphasis on different priorities when it comes to money, planning, and financial decision‑making. Understanding these distinctions helps us better serve families across generations and ensures advice remains relevant as needs and expectations evolve. An expert sociologist spent time sharing a vast amount of statistical data that was fascinating and almost overwhelming. Certain key elements of the formative years of each generation can dramatically impact how they feel about an organization. She shared an example of NASA and how different generations associate with it. Baby Boomers recall immediately landing on the moon, a sense of national pride that existed in the space race and success of watching the first moon landing. Conversely, when Gen X thinks of NASA, they immediately associate the Challenger disaster. 2 generations with two dramatically different impressions of the same organization. Understanding elements like this allows us to better frame what may be most important to you based on key events that shaped your generation. It was an insightful session!
Leadership and Staying Relevant
The conference also included leadership sessions centered on modern organizational design and how businesses remain relevant in an ever‑changing environment. Themes included prioritizing humanity over bureaucracy, building team structure that can respond to evolving needs, and recognizing that progress is often created together through collaboration.
Engaging with other firm leaders and learning from experienced speakers is incredibly valuable. Being out of the office, gaining fresh insight helps reinforce how I approach and think about leadership, culture, and the long‑term vision of our firm.
Schwab as a Partner
Schwab shared updates on its continued investment in people, technology, service, and back‑office capabilities, all of which are critical to the experience clients receive. One concept that resonated was their focus on the “brilliant basics” of customer service. Last year alone, Schwab committed more than 200,000 training hours to its service professionals. They are committed to raising the bar on customer service and putting their money where their mouth is.
Schwab is also using AI within its service organization—not to replace people, but to equip service teams with better tools, deeper knowledge, and improved first‑time resolution of client questions. They are going to roll out a chatbot for advisory firms like ours later this year. This will allow us to have more optimal search capabilities. This technology philosophy closely aligns with our own: technology should enhance service and reliability, allowing people to focus on what matters most.
Attending conferences like this allows me to stay informed, connected, and proactive on your behalf. Understanding our custodial partner’s priorities, investments, and long‑term direction is an important part of ensuring we can continue to deliver thoughtful advice supported by strong infrastructure.
Have a nice weekend. We’ll be back, dark and early on Monday.
Meredith Rosen
