Announcing the findings of the CX Forum’s client portals research project. It created a powerful dataset about how firms were using these tools to replicate and improve experiences for their clients, as well as to generate entirely new and valuable experiences.
As asset managers increasingly adopt client experience, here are the three most common reasons they use the Accomplish CX Maturity Benchmark: “demystify CX”, “step back, take stock and check alignment”, and “going for gold.” We hope these scenarios help you understand whether you too could gain value from the benchmark.
When CX fails, it is not because of lack of capability – it is because of knowledge, strategy, and culture. Check out our blog on why CX initiatives fail, the paving stones to client dissatisfaction, and the features of some eye-rollingly out-of-date cultures.
Counteract the gaps and inaccuracies in feedback data, save time and effort, and alleviate clients ‘survey fatigue’. Leverage a behavioural benchmark of the moments that matter to compare, predict, and influence your ‘effect’ on clients behaviour. See the wood for the trees.
Client experience is an ‘effect’ you ‘cause’. It occurs in two ways – in what clients say (feedback), and what they do (behaviour). To manage CX, you should measure both. In this blog, we explore how asset managers are measuring client feedback, and how leading firms have developed a much-needed behavioural benchmark.
Long-term forces of supply and demand mean that, for most asset managers, client experience (CX) has become THE reliable differentiator. It is here to stay, and it is entirely within your control. To differentiate yourself through CX you need to manage it. To manage it, you need to measure it.
Calling all institutional asset managers who are interested in client portals! The CX Forum is conducting its next research project into portals, we expect another high response rate, and we reserve the findings of these initiatives for the contributors. If you would be interested in the results and can commit 60 minutes by mid-February 2021, get in touch before 31 January.
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.
CX training is essential to optimising the success of a CX transformation and asset management firms should use it to catch-up with the early movers and industry leaders. Check out our 3 reasons why.
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.
This blog concludes our series on the fundamentals of CX by exploring what good asset management CX looks like. At Accomplish, we believe firms need to be client-led, they need to maintain a holistic and deliberate CX capability, and they need to either do something extraordinary or be forgotten. We finish by pulling together from across the blog series the competitive, financial, and logical reasons for maintaining a deliberate CX capability.
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.
Survival requires differentiation and, for asset managers, the old ways have become unreliable. To address the root cause, firms should shift from being ‘product-led’ to ‘client-led’ and redress any internal imbalance. CX is here to stay and it’s a good thing: you will get what YOU want, by helping clients get what THEY want.
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.
In an unfavourable macro-economic environment revenue retention takes precedent, which makes CX a top priority. To use CX for your commercial advantage, you must first be able to define, measure and explain it. Accomplish’s latest research achieves that in the context of B2B asset management.
Data and analytics are one of the building blocks of Asset Management Client Experience (CX). TAR Solutions share their recent experience when an asset manager asked them to implement Client Insights for their firm as part of an effort to improve their Client Experience.
How are firms defining CX and allocating accountability? How and why are they measuring CX? And how well do feel it is going and why? Check out the findings of our latest research.
The CX Maturity Initiative Members’ Area is now live as the secure home for the asset management CX community. It creates the opportunity for firms to learn lessons not just from each other, but also from other industries and from critically-needed research into CX in the context of B2B asset management.
Our interactions with B2C firms have taught us to expect outstanding client experience (CX). However, is it that much more difficult for asset managers to deliver a memorable B2B client experience (CX)? Or is it just that a holistic and strategic approach based on the primacy of clients needs is the key to success?
CX operates on the emotional level where, when it comes to decisions about buying, staying and to consuming more, a good experience is forgettable and only the extraordinary counts. This is a huge opportunity for those asset managers who are ready to seize it.
Client experience is a client’s overall impression of you as a supplier. It is personal, subjective, open to influence, sometimes irrational, and subject to change as a result of any and every interaction they have with your firm. We advocate deliberate ‘expectation-setting’ and ‘sweating the small stuff’ as well as glory projects.
Accomplish’s CSR policy encourages us to give our time to our local communities. Here are 7 things that surprised Adam Grainger during his year at Food Cycle.
In a survival-of-the-fittest-market, firms are now measuring their CX maturity and finding out how they can seize the opportunity of CX.
At the end of our first 12 months we are now ‘on track’ to become the leading asset management client experience (CX) consultancy.
17 asset managers have participated in the first round of the Accomplish CX Maturity Benchmark. This was the initial stage an industry-wide initiative that aims to improve the state of client experience across asset management. Contact us if you are interested in joining the next round of benchmarking, which will close on Friday 31 January 2020.
Early movers on CX are implementing intuitive, coherent and efficient client journeys to secure competitive advantage over rivals. Put simply, a client journey is the single thread that weaves through your organisation that represents your clients.
At the beginning of a client centricity improvement initiative, the focus must be on getting the must-do’s right first, because in a modern experience economy a five star experience is the baseline, not a luxury.
For sure, CX is all about clients. But you won’t get off the starting blocks without the essential raw material: CX data and analytics.
Asset managers are falling short of their clients’ service needs, and most attempts to solve the problem are addressing the effects not the causes. Early movers are using CX to secure competitive advantage over their rivals. Asset managers are now using Accomplish’s CX Maturity Benchmark to understand their current CX and compare themselves against their peers.
A recent roundtable discussion on CX resulted in the establishment of the Asset Management CX Forum with the objective of developing an industry-wide CX benchmark.
