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Invessed webinar - 5 Analytics strategies to upgrade your Client Portal CX

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Invessed webinar - 5 Analytics strategies to upgrade your Client Portal CX

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Can you anticipate what a client needs before they ask for it?

Client Portals and Apps are a great way to Asset and Wealth managers to stay close to their clients. They are also a great source of valuable data, which can help you understand client behaviour and provide a proactive customer experience.

The webinar covers:
- Analytics capabilities you will need
- How to put Analytics to use
- 5 real-world strategies to:
• Increase adoption
• Get more engagement
• Encourage visits
• Personalise messages
• Detect problems
- Pitfalls to watch out for
- Next steps

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The webinar was recoded on May 2022, and was presented by Theo Paraskevopoulos, CEO Invessed.

Theo is a Digital Strategy, CX and Cloud technology expert. Since the late 90s, he has led transformation projects for high-profile financial and fintech brands across Europe. Invessed is a platform that helps Asset and Wealth Managers upgrade their customer experience, with engaging Client Portals and Apps.

For a video webinar, please head out to:
https://www.youtube.com/watch?v=cQQKLpZqKLo

Can you anticipate what a client needs before they ask for it?

Client Portals and Apps are a great way to Asset and Wealth managers to stay close to their clients. They are also a great source of valuable data, which can help you understand client behaviour and provide a proactive customer experience.

The webinar covers:
- Analytics capabilities you will need
- How to put Analytics to use
- 5 real-world strategies to:
• Increase adoption
• Get more engagement
• Encourage visits
• Personalise messages
• Detect problems
- Pitfalls to watch out for
- Next steps

---

The webinar was recoded on May 2022, and was presented by Theo Paraskevopoulos, CEO Invessed.

Theo is a Digital Strategy, CX and Cloud technology expert. Since the late 90s, he has led transformation projects for high-profile financial and fintech brands across Europe. Invessed is a platform that helps Asset and Wealth Managers upgrade their customer experience, with engaging Client Portals and Apps.

For a video webinar, please head out to:
https://www.youtube.com/watch?v=cQQKLpZqKLo

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Invessed webinar - 5 Analytics strategies to upgrade your Client Portal CX

  1. 1. Client Portal Analytics Theo Paraskevopoulos CEO, Invessed 5 strategies you can use right now to upgrade your Client Portal experience.
  2. 2. What we will cover 1. Analytics capabilities you will need 2. How to put Analytics to use 3. 5 real-world use cases 4. Pitfalls to watch out for 5. Next steps
  3. 3. Must-have Client Portal Analytics capabilities 1. Record every action 2. Analytics dashboard 3. Data visualisation and charting 4. Slice and dice filters 5. Granular view
  4. 4. Generating actionable insights 1. Start with business problem 2. Rephrase as data problem 3. Create hypothesis of problem origin 4. Put action in place 5. Evaluate movement in data
  5. 5. Putting Analytics to use CHALLENGE Can we…? ANALYTICS How much…? HYPOTHESIS Why is…? OUTCOME …and so? ACTION What if…? Adapted from CRISP-DM process model: https://www.datascience-pm.com/crisp-dm-2/
  6. 6. 5 real-world Analytics use cases 1. Increase adoption 2. Higher engagement 3. More frequency 4. Personalise messaging 5. Detect problems
  7. 7. Use case 1 / Increase adoption CHALLENGE Can we get more clients on the portal? ANALYTICS Only 25% of Clients have logged in HYPOTHESIS Many clients are not aware or can’t find the portal OUTCOME 50-75% of clients login within 3 months ACTION Send out mailshot, redesign Login button
  8. 8. Use case 2 / Higher engagement CHALLENGE Can we get clients to engage more with Advisors? ANALYTICS Only 10% of Clients have sent a Message HYPOTHESIS Clients think that Messages are only for account alerts OUTCOME 20-35% of Clients use the Messaging service ACTION Floating Message button, Market update Message
  9. 9. Use case 3 / More frequency CHALLENGE Can we get Clients to visit more frequently? ANALYTICS Only 15% of Clients login in any given month HYPOTHESIS Relevant market insights would encourage returns OUTCOME Repeat visits increased to 30-40% ACTION Monthly ‘markets review’ piece, with Message alert
  10. 10. 5 Advanced real-world Analytics use cases 1. Increase adoption 2. Higher engagement 3. More frequency 4. Personalise messaging 5. Detect problems
  11. 11. Use case 4 / Personalise messages CHALLENGE Can we group Clients in order to personalise messages? ANALYTICS Only 5% of clients respond to product messages HYPOTHESIS Messages that mention risk profile are seen as relevant OUTCOME Product messages responded to by 10-20% of Clients ACTION Group by risk profile and send product messaging
  12. 12. Use case 5 / Detect problems CHALLENGE Can we detect Clients with a risk profile mismatch? ANALYTICS Every month, 5% of Clients use the Portfolio Review form HYPOTHESIS Daily Portfolio visits is a sign of risk mismatch OUTCOME Portfolio Review form usage decreased to 1-2% ACTION Notify Advisor after 5 consecutive visits
  13. 13. Pitfalls: 5 things to ask in your next meeting 1. Privacy – have we got consent? 2. Quality – is our data accurate and complete? 3. Bias – does a single group skew our data? 4. Correlation – are these in fact connected? 5. Reality check – does this make sense? Be data-informed, not data-driven
  14. 14. Summary 1. Analytics capabilities for visibility 2. Putting Analytics to use 3. Key challenges to address now 4. Simple v Advanced use cases 5. Pitfalls to avoid Any questions?
  15. 15. What’s next? 1. Check your capabilities 2. Ask yourself questions 3. Can you drive change? 4. Get in touch Many thanks for your time!
  16. 16. Grow Create GmbH Haydnstraße. 19, Cologne, 50935, Germany Company No: HRB 92833 Tax ID: DE815735207 Grow Create Limited 83 Bicester Rd, Long Crendon, HP18 9EE, UK Company No: 08008475 VAT ID: GB133458910 DotSee Web Services SA 115-117 Kyprou Ave. 16232 Athens, Greece Company No: 161978301000 Tax ID: GR801712181 https://invessed.com This document contains proprietary and confidential information, constitutes the intellectual property of Grow Create GmbH or an affiliate and may be subject to legal privilege. If you have a confidentiality or non-disclosure agreement with Grow Create, this document constitutes confidential information of Grow Create. You may not copy or distribute this document, or any information contained in it to any other person except as required by law, regulation, or appropriate court order or by written agreement from Grow Create. Although reasonable care has been taken by Grow Create to ensure that the facts stated, opinions are given and projections made in this document are fair and accurate, no representation or warranty, express or implied, is made as to, and no reliance should be placed on, the fairness, accuracy or completeness of the information, opinions, estimates or projections contained in this document. Neither Grow Create nor any other person accepts any liability for any loss arising from any use of this document or its contents or otherwise. The information and/or recommendations contained in this document are given as of its date of publication and are subject to change without notice. © Grow Create GmbH 2022. All rights reserved.

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