This page connects you to all the online benefits of the CX Maturity Initiative.
It all starts with the assessment of your company’s internal CX maturity using the common language of the CX Maturity Benchmark.
If you are a CX Forum member, this page will also give you:
Your company ’s main point of contact with Accomplish can approve access for as many colleagues as they wish. Click to request.
All information on this page is subject to and managed in accordance with the CX Maturity Initiative – Terms of Membership.
Right now, retaining clients’ confidence and being remembered matter more than ever. That’s CX. Here’s the latest CX news for asset managers.
Voice of the client
In a survival-of-the-fittest market, listening to the voice of your client is about remaining relevant. Here’s our research into how a sample of asset managers perform this function, as well as firm- and industry-level solutions for the gaps we found.
Managing different needs
Our next project will unearth insights into how firms segment their clients, differentiate their services, as well as keep these structures fresh. This is important because, even though different clients want different things, alignment with what they want drives their impression of our value.
Fundamentals of CX
Remote working just made the biggest problem with achieving strategic change even more difficult: how to align everyone? Accomplish’s CX Fundamentals training course helps teams, departments, and entire organisations align on what CX is, why it is imperative, and what good looks like. Follow the link for a free lesson.
Thought for the year – “Good CX is forgettable. Extraordinary CX (good or bad) is remembered, discussed, and shared.” Hague and Hague, 2018.
Effective client segmentation can separate winners from losers and it is essential to the post-pandemic direction of CX.
Between August and October, member firms are conducting a peer-group project to discover how asset managers serve the different needs of different clients.
As a CX community, we intend to find out. Check out the project brief here.
Gain the knowledge and understanding of CX you need, and set informed, meaningful and consistent CX-related annual objectives
A practical guide to improving the maturity of your CX Governance.
Culture is the primary way to achieve client centricity and exploit the value of CX for all. Here’s our guide on CX Culture and how to prioritise clients everyday.
Different types of clients want different things. Identify them, select your target client types, and develop differentiated service offerings.
This content is only available to premium members. Please get in touch if you want to know more about becoming a premium member.
Survival requires differentiation and, for asset managers, the old ways have become unreliable. To address the root cause, firms should shift from being ‘product-led’ to ‘client-led’ and redress any internal imbalance. CX is here to stay and it’s a good thing: you will get what YOU want, by helping clients get what THEY want.
As individuals, our transactions with B2C firms have taught us to expect outstanding client experience (CX). However, CX in a B2B relationship has additional features to it over and above B2C and they make B2B CX more complicated and protracted, but still entirely achievable if you use an appropriate model.
CX operates on the emotional level where, when it comes to decisions about buying, staying and to consuming more, a good experience is forgettable and only the extraordinary counts. This is a huge opportunity for those asset managers who are ready to seize it.
Here are the links to download what you need as a CX Forum member.
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