In brief
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.
- Discover where your CX helps or hurts your bottom line.
Learn all about Fetch here and then book a demo to see it perform days of work in seconds.
Agentic AI is transforming how we manage client experience
At the leading edge, asset managers are aggregating their data to pinpoint, in a complete way, where their CX is out- and underperforming.
“Accomplish’s CX Benchmark is our only initiative that gets teams to engage across silos.”
Behind them, some firms have confused one petal (e.g. digital engagement or service delivery) for the whole flower (end-to-end client journey). Meanwhile, others understand how to measure client experience in asset management but are constrained by technology and resourcing:
“We have the data we need; we just can’t get at it easily because it’s in legacy systems that weren’t designed to export BI.”
“We have data inconsistencies and confidence issues. We know how to fix these problems but have human capacity issues in finding the time.”
Enter agentic AI, which combines the best of robotic process automation (RPA) with generative AI to orchestrate complex processes, access hard-to-reach data, and check the quality of its output.
Agents are undeniably affordable, too, creating efficiency savings at a good time in the economic cycle.
To use a different analogy, at the leading edge, agentic AI will dramatically reduce the current cost of lighting, while for the others, the lights can now come on.
This matters at the C-suite level for two reasons
First, CX is the only differentiation strategy that is entirely under the asset manager’s control. And second, the use of CX data allows a firm to pinpoint, in time and money, where its CX out- and underperformed at engaging clients. This insight is vital because if your CX underperforms, clients will still give their time, but it will go to your competitors … and that’s where their money will go, too.
Before agentic AI, the cost of fixing your CX data was high. But those days are over now, and firms who choose to stay in the dark risk needlessly disadvantaging themselves with data silos that prevent teams from knowing how to connect with their adjacent functions to provide the seamless experience clients crave.
Meanwhile, firms at the leading edge will reap significant efficiency savings from agentic AI: they will spend less time measuring CX and more time managing and improving it, capitalizing on CX as a source of competitive advantage in the ongoing battle for differentiation.
Fetch, your CX data collection agent
Introducing Fetch, your CX data collection agent that extracts and structures raw data into CX KPIs. In short, it’s a CX KPI generator for B2B investment firms.
Behind the scenes, it is an orchestrated network of agents that is customizable to any tech stack. Each individual agent is responsible for aggregating specified data from internal or external systems, calculating CX KPIs, and flagging gaps and anomalies in response to pre-programmed quality checks.
For example, Agent A extracts social engagement from LinkedIn, Agent B gathers campaign data from Marketo, C parses onboarding emails, D retrieves data from Salesforce, and so on. This screenshot shows how Fetch agents interact with your data sources:
Fetch is a data agent for distribution teams who want to stand out through the quality of their CX. Designed specifically for marketing, sales, and service / relationship management, it will calculate the KPIs you need for a complete picture of the effect of your CX on clients.
In trials, it has provided a dramatically improved experience for data owners in your organization – collecting the data for them (one less xls), giving them the quality check results immediately, and reducing their time requirement by >90%.
When you are ready, you can also use it to securely export your KPIs to Accomplish’s Asset Management CX Benchmark, allowing you to pinpoint where your CX has out- and underperformed.
Fetch’s key benefits include:
- Taking command of your CX data affordably.
- Improving productivity by completing days and weeks of data processing in minutes and hours.
- Unlocking the insights needed to capitalize on CX as a source of commercial advantage.
- Gaining confidence in your CX data, increasing further the actionability of the insights it yields.
- Strengthening your data foundations, needed to leverage AI’s broader potential for your CX.
“Quarterly CX tracking used to be like herding cats. With Fetch, those days will be over. Our trials show it'll be better for me (the CX Manager), better for the data owners, and better for clients because we have more time to give to their experience.”
Want to see Fetch process days of work in 20 seconds?
Training and testing are key to unlocking value
“There’s no such thing as magic.” Vernon Dursley in Harry Potter and the Sorcerer’s Stone.
While you can add any KPI to Fetch (CX or non-CX), it comes pre-loaded with tried and tested calculations for the industry’s highest-ROI CX metrics. These come from Accomplish’s Helix© taxonomy of CX data, which covers B2B institutional and intermediary clients and requires no personally identifiable information.
Pivotal to Fetch’s success, however, is its training on Accomplish’s unique dataset of real-world asset management client behavior from the CX Benchmark, as well as its rigorous testing by Accomplish staff who know all the CX data issues firms face.
To use a dog-walking analogy, Fetch is trained to know where in your tech stack to look for a specific ball, to recognise it when it sees it, and to raise issues if it thinks something isn’t right. Because agents are based on RPA, Fetch has no incentive to bring you a stick if it can’t find a ball or to hallucinate a ball that doesn’t exist. This design choice ensures Fetch gathers the right data for every KPI, structures it in the right way, and flags the right gaps and anomalies.
Lastly, to accommodate different technology strategies, you can adopt Fetch in two ways:
- Engage our partners at Artefact to build your Fetch agent on your tech stack, to your standards, and within your control environment, while Accomplish trains and tests it to ensure it operates correctly.
- Engage Accomplish to work with your engineers to translate our Fetch design into your own CX data collection agent that we will train and test for you.
A unique combination of skills and experiences
At Accomplish, we are privileged to have a strategic partnership with Artefact, a world-leading data and AI consulting partner. So, while agents are a recent innovation and newcomers are right to explore their use cases, we can work with engineers from a firm that also has 11 years of experience in machine learning and RPA.
Conversely, CX is not a new concept. However, 5 years ago, Accomplish’s application of behavioral science created the Asset Management CX Benchmark – a breakthrough innovation that transformed CX for asset managers into a tangible, objective, and commercially actionable discipline.
This experience gives Accomplish the unique set of asset management CX data needed to train Fetch: for each of the highest-value CX metrics (from small to large gifts of time, to transfers of money, like buying, staying, and buying more), we know the proven definitions, acceptable ranges, volatility norms, anomaly thresholds, and common errors. The firms in the Benchmark will also tell you that no data point enters their profile without first passing our stringent quality checks, which relate to volatility, variability, and reasonableness.
Concurrently, Accomplish has published its proprietary Agentic AI Risk Control Framework, which is a practical toolkit for identifying and managing the operational risks of agentic AI in business processes. It covers the design, training, testing, implementation and ongoing maintenance phases of an agent’s life and will be the standard to which we train and test Fetch.
As a result, at Accomplish, we possess precisely the skills and experience needed to train and test Fetch because, to return to my analogy, we understand the difference between a ball and a stick.
Please email us your questions or book a demo to see Fetch in action. We look forward to hearing from you and to helping you navigate the changes AI is bringing to the asset management client experience.
