Blog
What is client experience – and who should own CX in financial services? In this podcast episode, the Competitive CX team defines CX as a company-wide capability, measurable in time and money, that extends far beyond client service. Learn why true ownership requires executive leadership, behavioural insight, and a culture built around exceeding expectations.
- Adam Grainger
Client experience in financial services is no longer optional – it’s the last sustainable source of competitive advantage. In this episode of Competitive CX, senior leaders explain how shifting expectations, digital disruptors, and emotional engagement are transforming how clients assess value. Discover why client experience in financial services matters now more than ever – and what firms must do to respond.
- Adam Grainger
The Agentic AI Risk Control Framework is a not-for-profit standard for managing the enterprise-wide risks associated with integrating non-human workforces into business processes. We are not interested in just jumping on the AI governance bandwagon, though: we built the Framework to support the industry-wide need to improve the performance and efficiency of client experience through Fetch, the CX Data Collection Agent. The Framework is important because agent-led automation is accelerating, but without the right controls, firms risk avoidable harm, cost, and reputational damage. Asset managers, therefore, should evaluate their current agentic AI exposure, adopt a phased control approach and, to stay ahead, register their interest in gaining the earliest access to the framework in September.
- Adam Grainger
Most Heads of Distribution want a client experience (CX) Scorecard, but automating it can get hindered by fragmented, inconsistent, or inaccessible data … and only limited budget for fixing the problem. That’s why we built Fetch - your CX data collection agent that automates KPI creation across your client journey, while keeping you in control: save days of work every quarter, flag data issues before they become business risks, and discover where your CX helps or hurts your bottom line. Learn all about Fetch here and then book a personalised demo to see it perform days of work in seconds.
- Adam Grainger
What is the Client Experience Maturity Index? It’s a free, 30-minute assessment (approved by the Asset Management CX Forum) that benchmarks your CX maturity and AI readiness against over 20 peer firms. You’ll get a structured CX maturity profile, peer comparison, and three clear actions to alleviate your CX pain points and improve your readiness for AI. Who is it for? Asset managers looking to understand, improve, or modernise their client experience – especially in light of AI disruption.
- Adam Grainger
Accomplish’s Client Journey Data Mapping service solves the problem of poor-quality CX data that hinders investment firms from capitalizing on AI-driven client experience (CX). It’s for senior leaders who want to modernize their CX. The service includes a CX data maturity audit through which you can discover the highest-ROI KPIs, the ability of your data to support them, and fix any issues. This matters because clean data is essential to staying efficient, relevant, and client-focused in the era of AI. Self-serve or hire us to guide you.
- Adam Grainger
Artefact is a global data and AI consultancy helping major brands accelerate AI adoption and business transformation. Accomplish brings deep CX expertise and a proven benchmark that quantifies the time and money your clients give – and how you can earn more of both. Together, we offer a unique blend of industry focus and technical power – tailored to help asset managers lead in AI-driven CX.
- Adam Grainger
This white paper highlights the importance of clean, reliable CX data as the foundation for effective AI applications. The authors introduce a five-step CX Data Maturity Framework, guiding firms through auditing their data, defining AI strategies, implementing AI processes, securing governance, and empowering staff. Real-world tools and case studies from Accomplish demonstrate how firms can take actionable steps toward AI readiness. Ultimately, the piece encourages firms to choose whether they want to keep up with this industry shift – or lead the industry – with their CX capabilities. When you’re ready to get started, use Accomplish’s Client Journey Data Mapping service to discover the highest-ROI KPIs, the ability of your data to support them, and fix any issues. Self-serve or hire us to guide you.
- Adam Grainger
Every quarter, Accomplish’s CX Benchmark tracks the time and money clients give to asset management firms. Here are my thoughts on 3 fresh insights from the latest run. Last quarter, I placed a heavy focus on digital engagement, so this time, I’ll do the same for in-person engagement because that’s where you turn ‘attention’ into revenue. If you’re curious about where your numbers stand, send me a message.
- Adam Grainger
