How can you “oversee client behavior at every stage of the journey and provide evidence that you have achieved good outcomes” in asset management? Why is this important? #ConsumerDuty To understand the theory, see it in action with real data, and get an insight into the future direction of travel, watch Adam Grainger’s presentation to Digital Client Engagement 2024. DCE is the invitation-only forum for Heads of Digital Marketing and Client Engagement from Europe’s top asset managers.
Client engagement is about stimulating the most important client behaviors and converting one into another. Develop a competitive advantage by leveraging patterns of client behavior at the ‘follow-through’ points on the client journey.
How can you oversee client behavior “at every stage of the journey and evidence whether you are achieving good outcomes for them?” #ConsumerDuty
To find out, join Adam Grainger at the upcoming Digital Client Engagement Connect conference – the invitation-only forum for Heads of Digital Marketing and Client Engagement from Europe’s top asset managers. Here’s a short video of what to expect and a link to the event.
The asset management CX Scorecard gives you the board-level data and metrics needed to 1) track the effectiveness of client experience (CX) as a high-level differentiation strategy, 2) see your hot spots ‘at a glance,’ and if applicable 3) comply with the UK’s Consumer Duty.
We are proud to report that, in 2024, Accomplish’s Nurturing the Future project has continued to make strong progress, having now planted 8,000 trees! But where did we plant, and why? Click through to find out.
CX is an ‘effect’ you ‘cause’ that manifests itself in what clients say (feedback) and what they do (behavior). Feedback is qualitative while behavior is quantitative – measurable along the client journey in either ‘gifts of time’ or transfers of money. If your CX underperforms at engaging clients, they will give their time to your competitors … and then their money.
Read on for common pitfalls and best practices.
What is client experience (CX)? How does it work? And why should you care? These are the fundamentals of CX, but why should you care about the fundamentals of anything? Because of what we learn from Michael Jordan: “Get the fundamentals down, and the level of everything you do will go up.”
In a changing landscape in which only the most adaptable should expect to survive, Distribution Leadership Teams can use this blueprint to manage the contribution of their pre- and post-sales CX to their quarterly financial results.
The IAEngine is the UK Investment Association’s FinTech accelerator, and it was Accomplish’s privilege to be its featured FinTech across the month of April 2024. Thank you to Henry Bewley and the whole team at the IA Engine for showcasing the Client Behavior Benchmark. Watch the video to discover our answers to Henry’s three questions: 1) what does the Benchmark let asset managers do that they couldn’t do before, 2) how did this unique new capability come about, and 3) what should asset managers do now?
The UK’s Consumer Duty expects firms to “take behavioral biases into account” while ensuring they “avoid inappropriately manipulating them” and to have “Board-level data and metrics” to demonstrate compliance. Check out Accomplish’s playbooks for 7 behavioral biases you should incorporate into your sales funnel and the behavioral science behind a 5-level client retention strategy. Both guides cover best practices, mistakes to avoid, and metrics to monitor.
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