Blog
In this article, we define AI-driven CX, show how the deployment of AI will transform client interactions and using the institutional client journey as a case study, identify the highest ROI changes and benefits. We also address regulatory, fiduciary, and ethical risks you should manage.
- Adam Grainger
The medium-term is where your CX either converts digital engagement into revenue or it doesn’t. In this article, Adam Grainger and Neil Thornburn explore the medium-term opportunities of CX – a 9 to 18-month window where CX stops being a buzzword and starts delivering results. This is the second in a three-part series examining CX’s short-, medium-, and long-term opportunities and how you can track your performance through the CX Benchmark. As with the first article, it is packed with practical examples, case studies, and metrics, but get in touch if you have any questions or want to see how your firm compares.
- Adam Grainger
The asset management industry remains intensely competitive, and firms that fail to differentiate are disappearing. Previous differentiators have become ‘table stakes,’ requiring firms to adopt additional strategies. How to stand out? This article outlines 5 winning approaches for standing out, a decision-making framework, and implementation roadmaps.
- Adam Grainger
Client experience (CX) isn’t just about satisfaction – it’s a proven driver of retention (McKinsey, 2021), which is every firm’s largest source of revenue. For asset managers, that means acting now to deliver seamless, personalized experiences that keep clients engaged. This blog highlights the client experience quick wins you can implement in just 6 to 9 months.
- Adam Grainger
This article explores how inefficiencies in asset management client service operations – slow onboarding, wasted RFP efforts, and redundant reporting – drain profitability. With rising competition and shrinking margins, firms must streamline processes or risk falling behind. In 4 moves, we show how asset managers can cut waste, optimize their client journey, and stay competitive. Those who don’t could lose clients, revenue, and jobs.
- Adam Grainger
This article explores the 5 biggest reasons why CX initiatives fail. For each one, we define the mistake, explain why it is a problem, and then present a known solution. We then introduce a new podcast series that will examine more broadly the challenges financial services companies face when implementing CX initiatives.
- Adam Grainger
In this article, we introduce the benefits of CX benchmarking, provide links for further research, and demonstrate them using the scenario of a post-merger integration. CX benchmarking will deliver these benefits, regardless of whether your firm is going through a merger. But we chose this scenario because it is one of the biggest challenges an asset manager can face and it will be relevant to many firms.
- Adam Grainger
Every quarter, Accomplish benchmarks the client experience of asset management firms from around the globe. We look end-to-end – from digital and in-person engagement to sales conversion, client service, and relationship management. Here’s an insider’s view of 5 of the 30 recently unearthed insights, focusing on the early stages of the client journey.
- Adam Grainger
It has long been known that there are different types of behavior. Now, unique data about asset management client behavior has inspired a new way to win. To summarize, engagement is a category of behavioral responses to stimuli that you can initiate. These responses take place within and across the different settings that comprise your sales funnel and client journey. To win, you will need to be expert in maintaining and converting engagement.
- Adam Grainger
