FTSE 100 Platform × Chickpea
Transforming MPS quarterly updates into personalised, interactive and measurable client communication.
Extend the adviser relationship through more personalised and measurable investment communication.
A FTSE 100 Platform wanted to explore a new approach to client communication across its Managed Portfolio Service (MPS).
Traditional investment updates often rely on adviser-led delivery and static communication, creating challenges around consistency, scalability and visibility into whether clients have engaged with and understood the information provided.
The objective was to validate whether personalised, interactive video could become a scalable client engagement channel across the MPS proposition - strengthening client communication while expanding the tools available to adviser firms.
Client engagement with personalised investment updates
Measurable evidence of client understanding
Interactive and auditable communicationTurn quarterly investment updates into personalised, adviser-led experiences.
Chickpea transformed the MPS Quarterly Market Update into a personalised, interactive video experience.
Using client data, dynamic content and AI-enabled digital avatars, the experience was designed to deliver relevant investment communication in a clearer and more engaging format.
The Proof of Concept was delivered across two phases, moving deliberately from adviser validation to live end-client deployment.
Validate adviser acceptance before moving to live client deployment.
The first phase tested the proposition across multiple MPS adviser firms.
Twenty personalised videos were created across 10 adviser firms using two digital avatar variations and presented through one-to-one adviser meetings and events.
The objective was to understand adviser sentiment towards personalised, interactive and AI-enabled client communication before progressing to live deployment.
Move from adviser validation to real-world client engagement.
Following successful adviser validation, the second phase moved the technology into a live client environment through one participating adviser firm.
Personalised MPS Quarterly Update videos were generated for individual clients and delivered using the adviser’s own branding.
Interactive functionality enabled clients to actively confirm whether they understood the information being presented, with the communication dynamically adapting according to their response.
A further interactive feedback mechanism captured end-client sentiment and provided additional insight into the client experience.
Personalised. Adviser-led. Interactive. Evidenced. Built to scale.
From one-way communication to an interactive client conversation.
Rather than simply presenting an investment update, the personalised experience enabled clients to actively engage with the communication.
Interactive decision points captured whether clients understood the information being presented, while alternative journeys enabled the experience to respond according to individual client input.
This created measurable visibility into:
Importantly, this moved the quarterly update beyond communication delivery and created an auditable record of client interaction and understanding.
Strong engagement. Active interaction. Measurable understanding.
Move beyond communication delivery. Evidence client engagement and understanding.
Interactive functionality enabled the structured capture of client confirmations of understanding.
This created a measurable and auditable framework around an important investment communication, providing greater visibility into whether clients had engaged with and understood the information being presented.
The resulting interaction data can support clearer evidential record-keeping and more informed adviser follow-up, while strengthening the firm’s ability to demonstrate fair, clear and effective client communication.
Personalised communication that clients found engaging, accessible and easier to understand.
Client feedback was highly positive.
Clients reported that the personalised videos were engaging, easy to understand and added value when explaining investment performance, with feedback indicating an improved experience compared with traditional reporting.
Personalisation was particularly well received, with clients expressing a preference for video-based communication over written formats.
Feedback also indicated improved understanding and confidence, while the use of AI had a neutral-to-positive impact on client trust.
Better client communication. Greater adviser scalability. Measurable evidence.
Traditional investment communication can demonstrate that information was delivered. Personalised, interactive communication provides visibility into whether a client engaged, interacted and understood.
This creates a fundamentally different communication model, extending the adviser relationship while generating actionable insight that can support more relevant follow-up and better client outcomes.
From adviser validation to live client deployment - proven across both.
The Proof of Concept successfully progressed from testing adviser acceptance to validating personalised video with real clients.
The platform operated with 100% reliability, no playback or delivery failures and seamless handling of client-level data, validating its ability to operate effectively in a real-world environment.
The opportunity extends far beyond quarterly MPS reporting.
The same personalised, interactive and measurable approach can be applied across key client communication moments, extending the adviser relationship while creating greater visibility into client engagement and understanding.
Turn investment communication into a measurable client experience
Deliver personalised, adviser-led communication at scale - with the data to evidence engagement, understanding and action.
Move beyond simply delivering investment updates. Create measurable client experiences that extend the adviser relationship, support better client outcomes and enable more informed follow-up.