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.
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.
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.
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.
For many asset managers, client experience (CX) has become the way to get noticed and to retain their clients’ confidence. CX will also impact your profitability twice – influencing both revenue and costs. Yet our research indicates an industry-wide issue. Asset managers should seize this opportunity with the four-stage response outlined in our report.
Did you know that 70% of change initiatives fail? We researched why and how to improve success rates. Read our key findings.
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