Challenges for investment banks 2017 (Part 6): Addressing the Customer Experience

Beat Monnerat, Senior Managing Director of Financial Services for Asia Pacific; Owen Jelf, Senior Managing Director for Capital Markets; Accenture


Conversely, common barriers to successful client-experience transformation include dedicating too little time, not formalising processes in a cohesive manner, not enough support from the C-suite and poor cross company collaboration.

Getting the client experience right requires understanding it as an ever-changing journey. A successful transformation might produce financial benefits that can allay broader constraining factors and invigorate the business in an adverse environment.

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