CLIENT JOURNEY & EXPERIENCE

CLIENT JOURNEY & EXPERIENCE

This pillar uncovers the strength of Wealth Protection providers who value all key stakeholders in the customer value chain, including the intermediaries who are agents and brokers, affluent customers, and emerging high-net-worth customers. In this Customer Satisfaction pillar, we are not simply looking for digital deployment and execution but for other qualitative aspects as well.

Available Categories for 2018 are:

 

We ask contestants to demonstrate their strength of service and support to the three segments of stakeholders based on the following key indicators. Please be as specific as possible when making a claim, for instance, provide specific metrics and results, visual aids, or materials that will illustrate your points better for the specific segment you are pitching for:

  • Onboarding – how is the journey designed to wow the customer the minute he/she signs on as a customer, and what is the balance between using technology and the customer-facing process?
  • Satisfaction – the alignment between agent/client experience and the ongoing monitoring of satisfaction level. How do you know your customers are happy or unhappy, and what’s the next step?
  • Engagement – your strategies, roadmaps, and indicators for ‘high-touch’ customer engagement and your knowledge of customer behavior and attitudes for service mapping.
  • Process – your level of service and process mapping, including your people, cross-functional communication, and a measurement component to increase customer loyalty.
  • Technology – how is technology being used to enhance client insights, for instance, the usage of big data, AI, or data warehousing to optimize the client experience and journey?
  • Business Results – your process and strategies have given you proven results such as better financial returns, client retention, and a bigger share of the clients’ wallet (client relationships).
  • Advocacy – those of your strategies that create a more positive brand attitude that shows in your NPS or other metrics.
  • Appendices  a video link, screen captures, photos, etc.