We have been a little quiet recently as we have focused our efforts on building a unique business intelligence tool that will be the future of client experience (CX). This is the first blog in a new series that will describe the tool, explore its unique features, and explain how a large proportion of this is already operational and delivering commercial value to our clients.
As we prepare for Accomplish’s third birthday, we are proud to announce our third community project, which we have called ‘nurturing the future’. In honour of every client, we are now donating a proportion of revenue to planting trees in their local states, départments, counties, etc.
What are the moments that matter across the investment client journey for insurers? And what effect does an asset manager want to have at these moments? The CX Forum’s latest project will find out.
We are excited to be hiring a graduate Client Experience Analyst to help us scale up and prepare for growth. We are looking for someone who wants to specialise in a sought-after discipline, wants to be a valued colleague in a growing business, and wants a breadth of responsibilities and a say in how the business is run.
As bargaining power has shifted to clients and CX has become THE reliable differentiator for most asset managers, a growing group of firms is now measuring and comparing their B2B CX. Click to find out about a unique and revolutionary CX benchmark and what the participating firms can do with it.
As more asset managers adopt CX as a way to differentiate their businesses, we are responding to the growing demand for CX benchmarking by extending our tools to support our clients’ needs.
Asset managers are measuring engagement, but they are less clear on whether they are measuring the right things and what they should do with the information. This R&D project will define the digital indicators of client opportunities and mandates at risk so you will be able to monitor them, know when you have deviated from the industry average, and respond accordingly.
As demand for the CX Maturity Benchmark continues, here is an explanation of how it works in three straightforward steps: 1) the CX maturity assessment, 2) the CX maturity profile session that highlights the absolute and relative maturity of your CX capability and recommended response strategy, and 3) free ongoing membership of the Asset Management CX Forum.
What digital experiences are asset managers giving to institutional clients today, and what are they planning for the future? Which services are the same through a portal, which can you improve, and which ones enable you to generate entirely new value? And how are firms tracking clients’ online behaviours to ensure the ongoing relevance of their digital experiences?
As asset managers increasingly adopt client experience, here are the three most common reasons they use the Accomplish CX Maturity Benchmark: “demystify and baseline”, “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.
As individuals, our transactions with B2C firms have taught us to expect outstanding client experience (CX). However, CX in a B2B relationship has additional features to it over and above B2C and they make B2B CX more complicated and protracted, but still entirely achievable if you use an appropriate model.
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.
