In this short article – what they say about Fetch – we use a dog metaphor and real client feedback to showcase Fetch’s uniqueness in fixing data, not requiring perfection upfront. We explain how Fetch is an orchestrated network of AI agents that automates CX data gathering, quality checking, KPI calculation, and secure submission to the CX Benchmark. To finish, we demonstrate how Fetch is a practical, explainable tool that helps asset managers strengthen their data foundations, secure efficiency savings, and gain a competitive edge.

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.

Accomplish is operationalising agentic AI while maintaining an ISO 27001-standard control environment. Deploying agentic AI without rigorous security poses significant risks, including prompt injection, policy drift, and access failures. Therefore, this article argues that firms should develop new agentic AI and information security measures in parallel. It concludes by inviting you to contribute to a public consultation on Accomplish’s Agentic AI Risk Control Framework that addresses these through end-to-end risk management. The consultation will commence in September.

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.

Many of the most common CX complaints in financial services stem not from service failures, but from poor communication and design. In this episode of Competitive CX, Grainger, Taylor, and Aimer explore how client frustration often signals unmet behavioural needs – from slow onboarding to over-complex comms. Firms that treat complaints as early warnings can redesign journeys that earn deeper trust and loyalty.

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.

Regulation and CX in financial services are often seen as opposing forces – but they don’t have to be. In this episode of Competitive CX, Aimer, Taylor, and Grainger explain how top-performing firms use regulation as a framework for trust-building, innovation, and better design. With punchy metaphors and practical examples, they show how to stop blaming the rules – and start building better journeys within them.

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.

Organisational barriers to CX in financial services are holding firms back – even those with the best intentions. In this episode of Competitive CX, the team explains how legacy silos, misaligned KPIs, and internal politics block progress, and what to do instead. From appointing client journey owners to redesigning measurement around real client value, this episode shows how to build client-centric change without waiting for a re-org.