On September 6th, we’ll have the pleasure to deliver a presentation at the the inaugural in person Customer Experience in Financial Services conference, in London.
The event will offer a dedicated space to explore next-level thinking and innovation transforming how the sector delivers excellence in client service.

CLIENT AT CENTER STAGE

In our latest research report commissioned to bespoke research services specialist Compeer, wealth firms were asked to rate their most important technology priorities over the next 12 months.

Client onboarding, servicing and suitability gained the highest scores.

The push for straight through digital onboarding is driven by the need to remove inefficiencies for relationship managers, since the majority of friction in this process can be hidden from clients, but at the cost of significant manual intervention behind the scenes.

Firms are also looking for ways to supplement the high touch service they provide with better client digital services, and give clients choices of how and when they interact with their wealth managers, whether improvements come through the client portal, mobile app, onboarding.

Automation is being looked at to provide more reliable and more regular reviews of client suitability.
The costs of compliance are creating a mounting pressure across the industry. Increasing the efficiency of dealing with the burden of regulation will relieve this pressure by reducing costs while also reducing error rates and lowering risk.

THREATS PREVENTING A BETTER CX

To comply with the pressing clients’ demand for a more personalised digital experience, accessible on demand anywhere, anytime, wealth firms have on the one hand to face the threath of digital savvy competitors, and on the other hand to deal with the inefficiency of their IT and operations, such as legacy infrastructure, multiple integration layers and manual workarounds, and lack of scalability.

A lack of functional and flexible technology prevents many firms from achieving their growth targets. As such, their focus is to replace these outdated systems to drive productivity, enable scalability and enhance the client experience.

UNCERTAIN OF THE BUSINESS BENEFITS?

The return on investment into technology can be soft, making it difficult to put a monetary value to the benefits created. Without a clear end goal, setting a clear roadmap becomes even more challenging.

This is why we will be showcasing a real case study on how a UK Wealth Manager improved their customer experience and drove growth and efficiency through digital enablement, adding facts and figures outlining the status quo, the objectives and priorities of private wealth management firms in their road towards CX excellence.

At our booth, you’ll find a special and tasty gift! We’re looking forward to meeting you in London: book your attendance HERE!