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Whoop, whoop!!! We are celebrating the first birthday of the asset management CX Forum! Attendees tripled over the year, solutions developed to the industry’s biggest CX-related issues, and the feedback on what we are achieving is fantastic. We are looking to 2021 with great confidence when the CX Forum will remain free to all as Accomplish’s gift to the industry’s CX community.

Segmentation is about your clients’ needs. Tiering is about yours. Together with client journeys, you can make your business feel like a natural home for your clients as well as target your most valuable relationships. Accomplish’s latest research has unearthed how asset managers are doing this and how a minority of asset managers are gaining strategic value.

Effective segmentation and tiering are worth the strategic value they bring. In this second blog in our three-part series, we demonstrate how firms can secure the value they strive for.

Segment your market(s) to identify the areas you want to target, then tier the companies in those segments so you can focus on your target clients and prospects. Segmentation will unlock strategic value for you, and tiering helps you allocate time and resources effectively.

In case you missed it, last week, it was a privilege for us to discuss our comprehensive approach to client experience (CX) with Elaine Russell, The AMX’s Head of Client Service.

In April, we pledged to give away 1% of Accomplish through the GenieShares scheme. But is the possibility of wealth tomorrow enough to solve society’s problems today? It depends. We did some research 🤓 made some new friends 👩🏾‍🤝‍👨🏻 and we’ve decided to go larger on GenieShares 💪🏼 Click to learn what we found and see the help we need to create the greatest possible benefit.

One year ago, everything changed. As a result of a single moment, Accomplish is now an information services company that helps asset managers stand-out through the experience they give their clients. Our benchmarking alone has grown to cover 19 firms. Find out why and discover the direction of travel for our next sprint.

The CX Forum’s next peer-group project is already ‘at-scale’ in terms of participating firms and new companies are still joining. Through it, as a CX community, we will discover the most effective segmentation criteria, how firms are balancing customisation and standardisation, and how they are managing changes across the client journey. Effective client segmentation can separate winners from losers and it is essential to the post-pandemic direction of CX. Accomplish is privileged to be playing a part in unearthing valuable insights.

In a survival-of-the-fittest market, listening to the voice of your client and flexing accordingly is about remaining relevant. It is vital because, even though clients’ needs evolve, your continued alignment with what they want will drive their ongoing impression of your value. In this research, we explore how asset managers perform this function, what is working well and less well, and propose firm- and industry-level solutions for the gaps we found.

Remote working just made the biggest problem with achieving a strategic change even more difficult: how to align everyone? As client experience (CX) has become THE differentiator, 68% of asset managers expect to increase the strategic importance they place on it. But for firms to stand-out through CX they must first align on its fundamentals. Accomplish’s CX Fundamentals course helps teams, departments, and entire organisations create a shared view of the importance of CX, of what good CX looks like, and of how to become client-led. Firms can use it to catch-up with the early movers.

100% of asset managers are revising their overall strategies in response to COVID-19, and 68% expect client experience (CX) to play an important part. This research found that, during the height of the crisis, firms with a stronger CX capability seized opportunities while others moved onto the defensive. Lastly, we were able to use an exceptionally high response rate of 84% to identify the steps firms expect to take as they develop their CX strategies.

We have pledged to give 1% of Accomplish to someone in Tower Hamlets through GenieShares. This initiative will forge a link between Accomplish’s hopes and dreams for the future, and those of the communities we serve.

More services, more users, more benchmark participants, more clients and encouraging feedback. It remains a privilege to serve the asset management CX community.

In trying times, we feel privileged that our clients have stuck with us. Last week, we shared that benefit across the CX community by opening the CX Forum to all, and launching new services for premium members.

Sustaining a superior CX requires a strategy, yet ~70% of asset managers lack one. Accomplish’s guide to developing an effective asset management CX strategy helps solve the problem. Firms can use it to diagnose their situation and match it to a generic CX strategy that they can tailor to their specific needs.