Measuring without purpose is worse than a waste of time and money, while KPIs with use cases can initiate a virtuous cycle by creating accountability and signalling the required action. In this article, we list the Benchmark’s 28 CX KPI use cases along with their goals and owners. Its purpose is to enable asset managers to assess the practical application and ROI of CX metrics within their organizations, serving as a precursor to developing actionable KPIs and evaluating their readiness through Accomplish’s CX Data Maturity Audit.

Starting a CX strategy in financial services requires more than goodwill – it demands commercial logic, executive commitment, and measurable outcomes. In this episode of Competitive CX, industry leaders share how to build a data-led CX business case, align leadership, and pilot change that sticks. If you’re serious about loyalty, growth, or cost reduction, this is your first – and most important – step.

Technology and client experience in financial services can sometimes be at odds – but they don’t have to be. In this episode of Competitive CX, Aimer, Taylor, and Grainger explain how misapplied tech creates friction and frustration, while well-designed solutions amplify human value and build trust. You’ll learn why CX leaders must translate between business, client, and technology – and how to design from the client outward, not the system inward.

CX incentives in financial services often reward behaviours that improve internal efficiency or sales at the expense of client outcomes. In this episode of Competitive CX, Aimer, Taylor, and Grainger explain how KPIs and performance rewards can quietly erode trust, loyalty, and client value. They offer practical fixes – from aligning metrics with client journeys to including non-client-facing teams – incentivising the actions that genuinely improve experience.

CX culture in financial services often determines whether client experience thrives or fails. In this episode of Competitive CX, Aimer, Taylor, and Grainger explain why leadership tone, cultural alignment, and consistent measurement are more important than any single initiative. Discover how firms can stop “kicking CX down the road” and build a culture that puts clients first – even under financial pressure.