Client Experience Touchpoint Benchmark

Stand out from the crowd

Use the Client Experience Touchpoint Benchmark
to provide extraordinary experiences for your clients.

That’s CX.

Why?

Because the competition for AUM is intense, because CX has become THE reliable differentiator, and it is here to stay, and because good CX is forgettable.

So, only the extraordinary gets remembered, shared, and discussed.

How you can differentiate your firm through CX

Use the Client Experience Touchpoint Benchmark to find out how your end-to-end client journey compares. Only then will you be able to determine where and how you should do something that will make you stand out.

Additionally, you will be able to track your progress against your peers, and to promote publicly your commitment to your clients’ experience.

CX is an ‘effect’ you ‘cause’

Some benchmarks measure indicators of ‘cause’ and others help you track ‘effect’. ‘Cause’ KPIs relate to your operational and service performance. They are important, but there is a limit to their value unless you also know the ‘effect’ your actions had on your clients. If you do not track this, then ‘so what?’ You would have done some stuff and measured it, but you wouldn’t know its effect.

What you can do with this benchmark

Measure, compare, and predict your clients’ experience.

Manage the different aspects of your CX. For example, what would you do in response to:

  • Being above or below average?
  • Being best or worst at a particular touchpoint?
  • Discovering that other firms are in a completely different ballpark to you at the moments that matter?
  • Mismatches between how relevant, convenient, or responsive you wanted to be and how well others are doing?
  • Learning that your effect on one client segment is different to another?

In contrast to the asset managers who can only say they are ‘client-centric’, you will be able to demonstrate publicly that you ‘walk the talk’ on CX.

What makes the
Client Experience Touchpoint Benchmark
different?

It has five unique features:

Behavioural analysis

Actions speak louder than words. CX occurs in what clients do (behaviour) and what they say (feedback). But what humans do can dramatically contradict what they say. So, if you want the true story, measure their behaviour as well as their feedback.
1

Segment-specific client journeys

Some aspects of your client journey will matter to all clients, while others will matter more to some and not at all to others. The CX Touchpoint Benchmark addresses this with segment-specific client journeys.

2

Exploit the power of the User Group

You and your peers will direct the data and tools you need, share best practices, and synthesize new solutions. The strong are getting stronger.

3

Client experience kite mark

Differentiate your firm from those that can only say they are ‘client-centric’: demonstrate your tangible commitment to CX and be able to initiate meaningful discussions about it with clients and prospects.

4

Just start measuring CX for free

Use our freemium business model to start measuring basic CX immediately for free. This will develop your CX measurement capability that you would need if you ever wished to join the benchmark and find out how you compared against your peers.

5

Ways to engage

This benchmark was designed for asset managers by asset managers through an R&D project run by the industry CX Forum. As a result, we have developed different ways you can use it depending on the maturity of your current CX measurement capability.

Option 1: Just start measuring CX for free

build your CX measurement capability in line with industry best practice by starting to measure the top 20 CX metrics immediately and for free.

Option 2: Find out how you compare

When you are ready to compare your results against your peers, you can pay to join the Client Experience Touchpoint Benchmark and gain access to the full suite of CX metrics, to the User Group that creates and shares best practice, and to the industry CX accreditation scheme.

Find out

Please fill in this form and we’ll send you the download link for our brochure right away.