As the leader of a Customer Experience/Customer Success department, you get a lot of 'You're the guy who has to make sure that are customers happy’. While I like the idea of happy customers (Who doesn’t?), this is not how I would describe the

It doesn't take a genius to figure out that Artificial Intelligence (AI) has changed all kinds of industries and workplaces in a number of significant ways. Attitudes towards the use of AI have also shifted, along with the ways in which it has been approached. One of the biggest shifts has been the emphasis on top-down reasoning rather than bottom-up big data. 

Trying to tell corporate and investment bankers about the importance of understanding their customers is a lot like listing the benefits of butter to a pastry chef. They get it. They know it really, really well. And yet, considering we are in the business of Customer Relationship Management, I sometimes can't help but question what this means.

Wealth management is about trust. It is about giving an advisor control of your financial health and security and depending upon that advisor to make or recommend decisions that help you meet your financial goals. When we, as CRM vendors, focus on features that give our products an edge, we always focus on how specific features can help advisors build more trust. This is what makes relationship hierarchies so important.

I know, I know… I’m always talking about how it’s the age of the customer and how everything revolves around the customer. Guess what? I don’t just talk about it, I live by it too. Last week, it was my privilege to host our 2017 Client Day here in Toronto. We were joined by senior business and IT leaders from many of our customers from across the globe, across the country, and down the street. 

I’ve spoken in the past about integrated desktops and the value they bring to advisors and the firm. In essence, the integrated desktop brings together all the information and applications an advisor uses into a single workspace.

I’m a consistent conference goer. I go to learn about and discuss all things wealthTech, and every year we see the bandwagon steer towards the same trends. This year especially – though certainly true of the last few years – we seem to have latched on to artificial intelligence (AI) and machine learning (ML). I see demos of some really cool technology. 

In our last post, we looked at the Artificial Intelligence (AI) platforms that banks are using to drive their digital initiatives. Now, we come to the central question that banks are faced with: “We have a great brand. How do we grow revenue? And can we increase customer loyalty while doing it?”. 

Today’s leading businesses have embraced technology to innovate and find an edge in our connected marketplace. It’s the Age of the Customer, and your customers have more options than ever before to access the financial services they need. 

This year’s conference was jam-packed full of content. Billed as the event for following innovation in wealth management, this year’s incarnation did not fail to deliver on that. NexJ was among twenty 8-minute “Disrupt Demos” presented this year. It was a great way to get a lightning tour of the industry’s latest and greatest.

For some, it’s about reducing costs by modernizing the back office.  For others, it’s about leveraging disruptors within their enterprise.  For NexJ, it’s all about the customer.In the age of the customer, the customer is in control of their journey.  They dictate how and when they will interact with the firm.  

Next week, I'll be flying to London, England, for the Customer Experience Exchange for Financial Services. The Exchange is a meeting of senior executives responsible for the design, development, and delivery of customer service strategies and solutions. Bringing together a range of exclusive experts from the Financial Services industry, this conference provides valuable information on current and future trends in customer experience.

Last time we spoke about the importance of recognizing value immediately through agile implementation methods.  This time we are going to apply that to the domain of computing a lifetime value metric. So what is a customer lifetime value metric – without the algebra please!