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Getting commercial about customer experience (and 3 things that should be high on your CX agenda)


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Customer Experience (CX) has become the buzzword of 2017, but why exactly should it be a key commercial priority for wealth management firms, and what are the three areas that should be at the top of your CX agenda?

Published in: Economy & Finance
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Getting commercial about customer experience (and 3 things that should be high on your CX agenda)

  1. 1. Getting commercial about customer experience
  2. 2. 2 Everyone’s talking about CX Customers’ experience must match expectation Financial Times 2017 Predictions: Digital transformation and CX top the list Adobe 2017: Time to get serious about customer experience AMA Thriving in the year of customer experience MarTech Today 7 ways fintech is improving the customer experience American Banker
  3. 3. 3 of businesses say improving CX is a top priority. INCLUDING YOUR COMPETITORS Source: Forrester 70%
  4. 4. 4 Why should you care about CX?
  5. 5. 5 of consumers will pay more for a better customer experience. Source: Oracle 86% Why should you care about CX?
  6. 6. 6 Brand reputation is now the most important criteria when selecting a wealth manager. Why should you care about CX? Compeer / IRESS research 2016
  7. 7. 7Source: Harvard Business Review Why should you care about CX? Companies who successfully implement a customer experience strategy achieve… Higher customer satisfaction rates Reduced customer churn Increased revenues
  8. 8. 8 What is good customer experience? • Seamless • Engaging • Responsive • Anticipate • Flexible • Reliable • Removes the pain Google Pay image credit : -
  9. 9. 9 thingsthat should be high on your CX agenda
  10. 10. 10 Improve client reporting • Improve quality and make it easier to consume • Offer paperless • Mobile - access across all devices, anytime, anywhere
  11. 11. 11 Automate manual tasks to enable scalability • Reporting • Communications • Portfolio rebalancing • Trade execution • Account opening
  12. 12. 12 Develop a true omni-channel offering Empower your clients with choice • Digitalise to meet clients’ expectations • Humanise to exceed clients’ expectations • Different options should compliment one another, not force duplication
  13. 13. 13 People vs and robots
  14. 14. Thank you