The financial services industry has radically changed due to product homogenization and customers empowered to obtain information and make decisions on their own. To retain clients and grow assets, advisors need to deepen client relationships to differentiate their service offering and improve the customer experience. In this session, Bryan Sachdeva, Director of Products at NexJ Systems, discusses how firms can: - Better understand customers with a comprehensive customer view - Provide superior service across the entire client lifecycle - Improve advisor productivity so they can focus on building trusting client relationships

1. 1 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Your Investments – Current Plan Recommended Portfolio Based on Risk Tolerance
Deepening Your
Client Relationships in
Financial Services
Bryan Sachdeva, P.Eng PMP
Director, Products
December 3, 2015

2. 2 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Customer Attitudes are Changing
According to Aite…
the financial crisis has changed consumer
investing preferences
Firms are Strongly Advised to Adjust Their Service Models
75%
of customers expect companies to use their
data to deliver a superior service

3. 3 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Reasons Clients Switch Advisors
7%
8%
11%
13%
15%
16%
18%
18%
22%
25%
25%
27%
29%
Advisor expectsto leave my investment firm
Access to specific products
More product choice
As a result of switching investment firms
More advisoryservices
More knowledgeableabout taxes and/or estate planning
Convenience (e.g. advisor physicallycloser to me, or able to talk
over the phone)
More knowledgeableabout retirement incomedistribution
planning – creating sustainable incomein retirement
Better ability to provide holisticfinancialplanningserving all
aspects of my financiallife (investments, insurance, budgeting
etc.)
More frequent or proactive service
More focus on my needs
Higherqualityadvice
Better investment performance
Q. For which reasons do you expect to switch financial advisors in the next six months? ( (n=55)
Source: Aité Group
For which reasons do you expect to switch financial advisors in the next months?

4. 4 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Strategies for Effective Customer Management
A Complete Understanding of Customers
Developing an comprehensive customer view from
disparate systems and data silos
Superior Service Across the Client Lifecycle
Providing consistent and proactive service using process
automation throughout the client relationship lifecycle
Increased Advisor Productivity
Enabling advisors to spend more time focusing on
deepening client relationships
Deepen Client Relationships

5. 5 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Strategy 1:
It all starts with customer knowledge

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Customer Data Landscape
Customer data is:
▸ Growing explosively in volume and is increasingly
unstructured
▸ Increasingly siloed within the enterprise
▸ Available externally from social media, news and
market feeds
Customer Portals Data WarehousesIntegrated Desktops Mobile Apps
Data Consumers include:
Data is Fragmented Across the Enterprise

7. 7 © 2015 NexJ Systems Inc. Confidential and Proprietary.
What did they
request on the web?
Who did they talk
to recently?
What did they
do last?
Data Siloes Destroy Customer Experience
Customer
Customers expect the firm to know them.
?
?
?
Understand the entire customer journey

8. 8 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Next Best Offer
Breaking Down Data Siloes
Streamline
Compliance
Control
Operational Risk
Expand
Profitability
Strengthen
Relationships
Deliver Better
Customer Service
Comprehensive Customer View
Integrated Systems
Customer Data Management Platform

9. 9 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Comprehensive Customer View
Understand Customers Better & Gain Valuable
Insight to Drive Better Sales & Service
 A harmonized view of all customer data
with consistent meaning for each field
regardless of source system
 Additional understanding from external
streams of social data, market feeds and
news are incorporated
 Superior customer experience thanks to
fast, reliable access to data through a
service interface and a data cache
 Must deliver value-added insight through
context, behavior, sentiment

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Strategy 2:
Service the entire relationship lifecycle

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Tactical Strategic
Client Relationship Lifecycle
Onboard Nurture Maximize
$

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Service Across all Customer Life Stages & Events
Accumulate
LIFEEVENTSPRODUCTS&SERVICES
Pre-Retirement Post-Retirement
High School
& College
Childhood
First
Job
Starting a
Family
First Home
Building a Career
Retirement
Planning
Aging
Parents
Health & Wellness
Estate
Succession
Credit Card
Debit Card
Car
Loan
Mortgage
Life Insurance
Education
Savings
Retirement
Planning Services
Health & Wellness
Advisory Services
Estate & Tax
Planning
$
Financial
Plan
Wealth
Distribution
Estate Planning

13. 13 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Client News Recommendations
Derive tags from client
and contact profiles:
• Region
• Interests
• Products and
Services
Segment news and
social information
Suggest opportunities
for cross-sell
Recommend news articles
of interest based on tags
Easily share a news article
with the contact

14. 14 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Strategy 3:
Increase advisor productivity

15. 15 © 2015 NexJ Systems Inc. Confidential and Proprietary.
- PricewaterhouseCoopers, “Unprecedented Opportunities, Plan Your Approach: Global Private Banking/
Wealth Management Survey 2007: Executive Summary.”
“One-third of RMs feel that
they do not get sufficient time
to adequately service clients”

16. 16 © 2015 NexJ Systems Inc. Confidential and Proprietary.
What could your advisors do
with an extra 2 hours a week?

17. 17 © 2015 NexJ Systems Inc. Confidential and Proprietary.© 2014 NexJ Systems Inc. Confidential and Proprietary.
Increasing Advisor Productivity
They did this by implementing a strategic CRM
solution that:
 Brought all the tools they use into a single, unified integrated
desktop
 Automated and simplified administrative workflows such as KYC
and account opening processes
saved advisors 2 hours per week
Annual
Production
Efficiency
Gain
(Hrs/Yr)
Gross per Hour
Gross/Hr
Efficiency
Gain
Reinvestment
of 2 hours
Estimated
Annual Benefit
750k 104 $608 $63,232 50% $31,616

18. 18 © 2015 NexJ Systems Inc. Confidential and Proprietary.



Typical Advisor Desktop

19. 19 © 2015 NexJ Systems Inc. Confidential and Proprietary.



After: The Integrated Advisor Desktop

20. 20 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Integrated Advisor Desktop
Perform complex
searches to find &
segment data
Model household
relationships for navigation
and data aggregation
View integrated Goals, Financial
Accounts, Holdings and Transactions
Review key
customer
information
Access market data
news and charts
Review
complete
interaction
history

21. 21 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Streamline Client Onboarding & KYC Update
Use captured data to
establish and enhance
the CRM record
Prefill known
information from the
front and back office
When the last reviewer has
approved the information,
automatically update your
records

22. 22 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Case Studies

23. 23 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Wells Fargo Advisors
4th largest global wealth
management firm
$1.1T AUM
35,000 End-User Licenses
- Joe Nadreau, Director,
Strategic Solutions Group,
Wells Fargo Advisors
NexJ worked
with us as a strategic
partner, to provide
the best possible
solution in the
shortest time.
“
”
Moved from account-centric to customer and
household centered model by embedding NexJ CRM
into Advisor platform
Integrated to 12 systems including custom security
model, entitlements engine, 3rd party advisor platform,
email, query and reporting tool
Integrated Advisor Desktop essential to retaining
advisors, clients, and assets post-merger
Drive relevant, proactive touches based on a client’s profile,
interests and holdings using Client Loyalty Program
Converted and aggregated data from multiple systems –
12 million contacts and 100 million related interactions
Support FINRA through ability to record investment
recommendations made to their clients
Protect Value of Merger

24. 24 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Large Canadian Bank
6th largest global wealth
management firm
$435B AUM
5,100 End-User Licenses
NexJ killed every
category [in a side
by side competitive
comparison]. This is
the best run project
at […] – ever.
“
”
Production pilot deployed in 3 months and under budget
Advisor efficiency increased by 2 hours per week; financial
benefit of time saved = $31,616 per year (per top tier advisor)
In a side-by-side comparison, 88% of Advisors
chose NexJ Systems over the competition
Integrated to 15 systems including portfolio management,
entitlements, telephony systems, email and calendar
Attract & Retain Advisors
Integrated Advisor Desktop centralized customer details,
interactions, and account information
Large
Canadian
Bank

25. 25 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Vertical Market
Solutions for
Wealth
Management &
Private Banking
Insurance
Corporate
& Investment
Banking
Committed to Your Success
Global wealth
management
firms are NexJ
clients
4of the
top 6

26. 26 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Enterprise Solutions
Customer Relationship
Management
(CRM)
Customer Process
Management
(CPM)
Customer Data
Management
(CDM)
▸ Integrated desktops
for advisors, bankers
& agents
▸ Omnichannel
customer engagement
▸ Collaboration across
products and regions
▸ Client onboarding
▸ KYC & AML
▸ Account planning
▸ New business
application
▸ Enterprise customer
view
▸ Customer insights
▸ Regulatory compliance
▸ Omnichannel customer
Experience
Next Generation
Customer Management

27. 27 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Why Customers Choose NexJ
Strategic PartnerIndustry Experts Technically Superior
 Domain expertise and
tailored solutions for
vertical markets
• Wealth Management &
Private Banking
• Corporate & Commercial
Banking
• Capital Markets
• Insurance
 Large-scale, global
implementations
 Designed to seamlessly
integrate with existing
enterprise systems
 Rapidly tailored to
unique and specific
client needs
 Scalable to tens of
thousands of users
 Responsive to our
customer’s needs
 Proven track record in
partnering with
industry leaders
 Committed to our
customer’s success
 The choice of global
market leaders
We Deliver Results

28. 28 © 2015 NexJ Systems Inc. Confidential and Proprietary.
Questions?

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Contact Us
: NXJ
 www.nexj.com  info@nexj.com
Connect with Us
Thank You