The Asset Management
CX Benchmark
Capitalize on CX as a source of competitive advantage
At Accomplish, we run the asset management CX Benchmark that lets you see exactly where your CX is helping – or hurting – your firm’s bottom line.
This is vital because, if your CX underperforms at engaging clients, they will give their time to your competitors … and then their money.
“You have created extreme value by codifying and quantifying the sales funnel.”
Benefits
To help asset managers capitalize on CX as a source of competitive advantage, the Benchmark’s benefits fall into 3 categories:
- Be client centric.
- Deepen client engagement.
- Stand out.
These break down into an itemized use case for each of the ~30 metrics.
In turn, they typically yield between 15 and 25 specialist insights, data-led hypotheses, and unconflicted recommendations about areas of strength you can leverage and areas for improvement you should focus on.
Designed for asset managers by asset managers
The Benchmark was purpose-built by medium to large firms with diversified product ranges and a desire to differentiate themselves through CX.
The result is a unique global dataset that lets your C-suite monitor “how clients behave at every stage of the journey and whether you achieved good outcomes for them.”
Clean, trusted, well-documented data and insights built with the end-user in mind.
“If another asset manager is having an enviable effect on the behavior of our client, we want to know so we can exceed it, emulate it, or defend against it.”
Data is valuable, but insights are vital. Watch this demo to see the CX Benchmark in action.
The strong are getting stronger … discovering where they underperform and fixing it
Key details about the
Asset Management
CX Benchmark
3 steps to CX excellence
- Book a personal tour.
- Check the readiness of your CX data.
- Pinpoint in time and money, where your CX out and underperforms at engaging clients.
Packages and typical buyers
- All metrics – Distribution COOs, heads of client experience / engagement, client insights, business intelligence.
- Pre-sale experience – heads of marketing and sales enablement.
- Post-sale experience – heads of post-sale services.
“We used to think we ‘did’ insights well, but it turns out we were just paddling in the shallow end. This is high-ROI stuff!”
Frequently asked questions
1. What is the Asset Management CX Benchmark?
The Asset Management CX Benchmark is a structured comparison of the performance of B2B investment firms’ client experience. It uses behavioral science to measure how effectively asset managers use clients’ time and convert it into money across the pre- and post-sale client experiences. Firms can see where they outperform or lag peers, identify gaps, and prioritise improvements. Learn more about why asset managers should measure client behavior.
2. Why is client experience important for asset managers?
Client experience is a proven driver of growth and retention in asset management. A positive experience reduces client effort, builds trust, and stimulates advocacy, which translates into longer and deeper relationships. Because a client relationship is also a revenue stream, firms that improve CX improve their financial health at the same time. Explore the business case for CX in asset management.
3. How is the CX Benchmark calculated?
The CX Benchmark is built from two different types of data about client behavior from asset managers: gifts of time (also known as client engagement) and transfers of money, that is, did they buy, stay, and buy more. A common taxonomy defines 28 CX KPIs across marketing, sales, service delivery, and relationship management, ensuring results are consistent and comparable. Before benchmarking, data is anonymised, aggregated, and normalised. For the transfers of money, the Benchmark also estimates the impact on revenue of variance from the average. Explore the importance of dollarizable client insights.
4. Who can benefit from using this CX Benchmark?
The CX Benchmark is designed for B2B asset managers and their CX, client insights, and business intelligence teams. Executives use it to assess competitiveness and prioritize resources. CX leaders use it to track performance, and digital or operations teams use it to target efficiency improvements and create business cases for change. It is especially valuable for medium to large firms with broad product ranges who want to use CX as a way of standing out. If this is your firm, learn about the CX Benchmark here.
5. How often is the CX Benchmark updated?
We refresh the CX Benchmark quarterly to reflect the latest evolutions in client behavior and industry practices. Firms that participate receive both historical comparisons and the newest industry averages. This rolling update helps asset managers track progress over time and understand whether changes in CX are driving measurable improvements. See insights from recent cycles.
6. What insights does the CX Benchmark provide?
28 different use cases define the CX Benchmark’s KPIs, their owners and goals, creating insights that come with accountability and signalling the required action. Practically, the insights range from the smallest to largest gifts of time from clients (e.g engagement on social media to event attendance and RFPs) and the asset manager’s conversion into sales, client retention, and cross-selling. Firms discover where, in time and money, their CX out and underperformed at engaging clients. Evaluate the ROI of the CX Benchmark’s use cases for your organization.
7. How can I participate or request my firm’s results?
Participation in the CX Benchmark is straightforward: asset managers submit data through their choice of secure communication, and Accomplish returns anonymised, peer-grouped results. Non-participants can request a consultation or demonstration to see how the benchmark works. Firms that join benefit from commercially actionable insights, tailored recommendations, and the ability to track their CX over time as client behaviors and industry practices evolve. Contact us to participate.
8. Is CX Benchmark data anonymised and secure?
Yes. Asset managers provide aggregated B2B data, so there is no risk relating to personally identifiable information. Accomplish then anonymises, aggregates, and processes all CX Benchmark data within Microsoft’s secure cloud environment, and no firm’s data is ever identified or shared with anyone outside the individuals within Accomplish who have access rights. Our controls meet best practices for information security, which firms verify before participating. Request a copy of our information security policy.
9. Can I compare my results against industry standards?
Yes. Each participating firm receives a report comparing their client experience performance to anonymised industry peers. This lets firms see precisely where they lead, match, or lag. The results provide a credible baseline for supporting strategic decisions to invest in CX, creating individual business cases for change, and measuring the success of improvement programmes. Book a personal demo.
