Getting commercial about customer experience

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Everyone’s talking about CX

Customers’

experience must

match expectation

Financial Times

2017 Predictions:Digital transformationand CX top the list

Adobe

2017: Time to

get serious about

customer experience

AMA

Thriving in the

year of customer

experience

MarTech Today

7 ways fintech is

improving the

customer experience

American Banker

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of businesses

say improving CX

is a top priority.

INCLUDING YOUR COMPETITORS

Source: Forrester

70%

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Why should youcare about CX?

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of consumers will

pay more for a

better customer

experience.

Source: Oracle

86%

Why should you care about CX?

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Brand reputation is now themost important criteria whenselecting a wealth manager.

Why should you care about CX?

Compeer / IRESS research 2016

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Why should you care about CX?

Companies who successfully implement

a customer experience strategy achieve…

Higher customer

satisfaction rates

Reduced

customer churn

Increased

revenues

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What is good customer experience?

• Seamless

• Engaging

• Responsive

• Anticipate

• Flexible

• Reliable

• Removes the pain

Google Pay image credit : downloadsource.fr - https://www.flickr.com/photos/downloadsourcefr/16627515576

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thingsthat should be highon your CX agenda

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Improve client reporting• Improve quality and make it easier to consume

• Offer paperless

• Mobile - access across all devices, anytime, anywhere

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Automate manual tasksto enable scalability• Reporting

• Communications

• Portfolio rebalancing

• Trade execution

• Account opening

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Develop a trueomni-channel offeringEmpower your clients with choice

• Digitalise to meet clients’ expectations

• Humanise to exceed clients’ expectations

• Different options should compliment one another, not

force duplication

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People vs and robots

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Thank you