『Competitive CX | Conversations for Financial Services Professionals Tackling Client Experience Challenges』のカバーアート

Competitive CX | Conversations for Financial Services Professionals Tackling Client Experience Challenges

Competitive CX | Conversations for Financial Services Professionals Tackling Client Experience Challenges

著者： Melanie Aimer Adam Grainger Hamish Taylor
無料で聴く

このコンテンツについて

 Welcome to Competitive CX, the podcast that dives deep into client experience in the financial services industry. Hosts Melanie Aimer, Adam Grainger, and Hamish Taylor guide listeners through the critical role of client experience (CX) and share insights on navigating its challenges and opportunities. With over 20 years of experience, Melanie Aimer champions client experience across capital markets, asset management, private banking, and wealth management. Adam Grainger, from his organization Accomplish, focuses on measuring and understanding the key drivers of outstanding client experiences, empowering financial organizations to identify their strengths and weaknesses. Hamish Taylor, an award-winning former CEO, is renowned for his customer-led transformation approach that has inspired companies worldwide to rethink their customer engagement strategies. In each episode, they tackle pressing topics related to CX, uncovering valuable insights and practical strategies to help financial services organizations excel in delivering exceptional client experiences. Competitive CX offers actionable guidance for business leaders, marketers, customer service teams, and finance professionals. Listeners can expect answers to key questions such as: What is CX and why does it matter? Who should own CX within an organization? How can corporate culture affect client experience? What are the best practices for measuring CX success? How does technology influence client engagement and satisfaction? For financial services professionals seeking to enhance their CX strategy or anyone interested in understanding the evolving landscape of client experience, Competitive CX is the ultimate resource. Tune in and join the hosts on their journey to elevate client experiences and drive successful business outcomes!Copyright 2025 All rights reserved. マネジメント マネジメント・リーダーシップ マーケティング マーケティング・セールス 経済学
エピソード
  • Ep, 8 - Solving the Most Common CX Complaints

    Ep, 8 - Solving the Most Common CX Complaints
    2025/06/02
    Unlock proven strategies for transforming Client Experience in Finance with actionable CX best practices, client-centric culture insights, and solutions to the most common pain points in the financial services client experience. In this episode of Competitive CX, hosts Melanie Aimer, Adam Grainger and Hamish Taylor dive deep into solving top client experience complaints across financial services. The discussion reveals why improving client engagement isn't just about fixing issues, but about how complaints are handled—highlighting communication, empathy, empowerment, and expectation management as key drivers behind enhanced client loyalty and retention. You'll learn practical approaches to digital onboarding, optimizing user experience in finance, and tackling slow response times, with a close look at client behavior and how technology impacts every touchpoint. Find out how leading organizations use CX metrics and KPIs to anticipate friction, empower their teams, and deliver innovation in client experience—turning even dissatisfied clients into brand advocates. Whether you're shaping digital transformation in CX or seeking client retention strategies, this episode is packed with insights you can't afford to miss. Topics Discussed in this Episode: Solving common client experience complaintsBuilding a client-centric culture in financeCX strategies for financial servicesImproving client engagement through communicationEmpowerment and empathy in CX best practices Timestamps: 00:00 "Enhancing Client Experience Insights" 03:19 Effective Complaint Handling Practices 09:23 Avoid Overpromising: Keep Promises 11:22 "Top CX Complaints Explained" 13:58 Encourage Progress, Avoid Overcommunication 17:52 Digital Financial Services Tracking 21:27 Optimize B2B Query Management 24:42 Frustrations with Self-Service Platforms 27:41 "Relationship Management Prevents Complaints" 30:14 Final Episode: Share and Engage About the Competitive CX Hosts Hamish Taylor Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another. Melanie Aimer Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital. Adam Grainger After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making. Follow Competitive CX on Facebook, InstagramSubscribe to the Competitive CX Podcast Linkedin PageVisit our website to get the latest episodeFollow Hamish, Melanie and Adam on LinkedIn
    続きを読む 一部表示
    29 分
  • Ep. 7 - Technology – Enabler or Disabler for CX?

    Ep. 7 - Technology – Enabler or Disabler for CX?
    2025/05/26
    Unlock the secrets to delivering world-class Client Experience in Finance as this episode of Competitive CX dives into whether technology is truly empowering or holding back CX strategies across financial services. Hosts Melanie Aimer, Adam Grainger and Hamish Taylor, explore how innovative digital tools and AI are shaping—or sometimes impeding—a client-centric culture, improving client engagement, and redefining financial services client experience. The conversation ranges from real-world examples and best practices in financial services innovation, to the impact of technology on CX metrics, KPIs, and client retention strategies. The trio brings both optimism and caution to the table: while AI and automation can level up user experience in finance and enhance client loyalty, they emphasize the critical balance between operational efficiency, personalization, and the irreplaceable human touch. Whether you’re a CX leader navigating digital transformation in CX or want actionable ways to measure and amplify positive client behavior, this episode arms you with insights and practical tips to ensure technology amplifies, rather than overshadows, your client experience goals. Listen now to discover how your financial institution can stand out in the race for superior client experience! Topics Discussed in this Episode: Impact of technology on client experienceDigital transformation in CX strategiesBuilding a client-centric culture in financeEnhancing client loyalty through innovationMeasuring CX metrics and KPIs in financial services Timestamps: 00:00 "CS Tech Impact: Enabler or Disabler?" 05:25 Client Portals: Enhanced or Same? 07:44 AI: Empowering Client Experience 10:25 Tech Impact on Client Experience 15:59 CIO's Role in Customer Experience 19:04 Champion Customer Interests Relentlessly 22:31 Engage and Share Listener Feedback 23:07 Addressing Common CX Complaints About the Competitive CX Hosts Hamish Taylor Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another. Melanie Aimer Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital. Adam Grainger After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making. Follow Competitive CX on Facebook, InstagramSubscribe to the Competitive CX Podcast Linkedin PageVisit our website to get the latest episodeFollow Hamish, Melanie and Adam on LinkedIn
    続きを読む 一部表示
    23 分
  • Ep. 6 - Regulator - Friend or Foe to CX (Client Experience)?

    Ep. 6 - Regulator - Friend or Foe to CX (Client Experience)?
    2025/05/19
    Unlock the latest insights on how regulation is shaping Client Experience in Finance—discover powerful CX strategies, best practices, and real-world examples for building a truly client-centric culture and improving client engagement in this must-listen episode of Competitive CX! In this compelling episode, hosts Melanie Aimer,Adam Grainger and Hamish Taylor tackle the provocative question: "Is the regulator a friend or foe to Financial Services Client Experience?" Together, they dive deep into how regulatory frameworks can either enhance or hinder user experience in finance, and why top firms are thriving even under strict compliance standards. You'll hear actionable discussion on integrating compliance into CX best practices, stories of successful client retention strategies, and practical advice for aligning with internal and external regulators. The episode also covers how the industry’s mindset, digital transformation in CX, and smarter regulatory engagement can lead to financial services innovation and enhanced client loyalty. Whether you're seeking strategies for improving client behavior, boosting CX metrics and KPIs, or understanding the impact of technology on CX, this episode is packed with expert perspectives, proven solutions, and new ways of thinking about Financial Services Client Experience. Tune in now for actionable insights and reshape your approach to client-centricity in financial services! Topics Discussed in this Episode: Regulation’s impact on Client Experience in FinanceIntegrating compliance into CX strategiesBuilding a client-centric culture in financial servicesImproving client engagement through regulatory collaborationRole of internal regulators in financial services client experience Timestamps: 00:00 "Enhancing Client Experience Insights" 05:24 Integrate Compliance into CX Design 08:17 Referee Complaints in Sports 12:36 Streamlined Payment Process Challenges 15:37 Evolving Regulatory Collaboration 17:52 Cautious Agent Prevents Potential Scam 23:07 "Listener Feedback and Sharing Request" 23:45 "Create a Competitive CX" About the Competitive CX Hosts Hamish Taylor Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another. Melanie Aimer Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital. Adam Grainger After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making. Follow Competitive CX on Facebook, InstagramSubscribe to the Competitive CX Podcast Linkedin PageVisit our website to get the latest episode Follow Hamish, Melanie and Adam on LinkedIn
    続きを読む 一部表示
    23 分

Competitive CX | Conversations for Financial Services Professionals Tackling Client Experience Challengesに寄せられたリスナーの声

カスタマーレビュー：以下のタブを選択することで、他のサイトのレビューをご覧になれます。

Audible.co.jp

Amazon.co.jp
レビューはまだありません。