Asset Management is under pressure due to squeezed margins, increasing regulatory burden, macro-economic and political, change such as Brexit, as well as new and disruptive business models, such as ‘Robo-advice’. With the client expectations growing, there is greater pressure to respond.
KPMG Nunwood finds that asset management firms see client experience as the area with most potential for market differentiation, yet opinion is split on what good looks like.
Our January 2017 Business to Business customer experience report highlighted the growing importance of customer experience excellence as a competitive strategy. The views of 3,000 decision-making unit members were solicited about 133 B2B brands in the UK and the US.
For many in the asset management industry it struck a chord - so much so that we conducted a detailed research programme specifically in this area of financial services.
We wanted to understand the role customer experience was playing in the development of business strategies, the state of readiness of the industry to compete on experience rather than performance and the priorities that constituted the roadmap of change.
Consequently, we held face-to-face interviews with senior executives at 16 fund management companies, representing approximately one third of the value of the global industry, seeking to identify the key trends and understand the direction of travel it is heading in.
In this report we explore the moments that matter for the asset management industry.
Download our Spotlight on the asset management industry report. (29 min read) .
Learn more about what senior executives from asset management firms, including several of the largest firms in the world, are saying and their views on how the changing industry is affecting customer experience.
Obtain insights about the Six Pillars of customer experience, which are the building blocks for success.
Read the report to understand the opportunities for asset management firms and how to apply these steps to their internal customer experience development processes.
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