Why measure CX?

For most asset managers, client experience has become THE reliable differentiator

Control what you can control
Complete your business intelligence with behavioral data

Why measure client experience?

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.


How leading asset managers are measuring client experience

Client experience is an ‘effect’ you ‘cause’. It occurs in two ways – in what clients say (feedback), and what they do (behavior). 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 behavioral benchmark.


Why asset managers should measure client behavior

Actions speak louder than words, so complete your business intelligence by counteracting the gaps and inaccuracies in client feedback with data on their behavior. Leverage behavioral benchmarking to measure, compare, and predict your ‘effect’ on clients’ behavior, and then do them a favor by minimizing the burden you place on them.


Research library

Asset management CX research importance of measuring client behaviour

Importance of measuring client behaviors

What humans do can dramatically contradict what they say. If you want the true story, measure their behaviors:

What digital experiences are asset managers giving to institutional clients today through portals, 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 behaviors to ensure the ongoing relevance of their digital experiences?


When CX fails, it is not because of lack of capability – it is because of knowledge, strategy, and culture. Check out our research on why CX initiatives fail, the paving stones to client dissatisfaction, and the features of some eye-rollingly out-of-date cultures.


Put this into practice

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