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  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Forum Digital Transformation & Innovation India 2019

    Master Tech-Driven Transformation
    May 28, 2019 | Mumbai | Amit Bhatia, Frederic Giron, Leslie Joseph

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...

  • Report Case Study: How Digital And CX Teams Collaborate To Deliver On Brand Promise

    Aon Adapts To A Changing Market Landscape And Increased Customer Expectations
    January 17, 2019 | Michael Barnes

    Financial services firms, including those in wealth management and retirement planning, are struggling to thrive in a disrupted market. They're challenged to reinvent often mature brands, deliver a...

  • Report Case Study: How CX And Digital Teams Collaborate To Deliver On Brand Promise

    Aon Adapts To A Changing Market Landscape And Increased Customer Expectations
    January 11, 2019 | Michael Barnes

    Financial services firms, including those in wealth management and retirement planning, are struggling to thrive in a disrupted market. They're challenged to reinvent often mature brands, deliver a...

  • Report Trends 2018: Australian Digital Wealth Management

    Digital Technology Brings New Opportunities To Wealth Management
    November 29, 2017 | Zhi-Ying Barry

    Australian wealth management firms face a host of challenges in 2018. Only those that transform themselves digitally and improve their customer experience can survive and thrive in this challenging...

  • Report Disrupting Finance: Digital Money Managers

    Digital Money Managers Offer A Simple Way To Manage Money
    October 19, 2017 | Aurelie L'Hostis

    Digital money managers offer account aggregation, spending insights, budgeting and savings tools, alerts, and financial guidance to consumers who wish to manage their money but don't have the time,...

  • Report Creating Powerful Customer Experiences In A Low-Engagement Industry

    Answer Five Key Questions To Transform CX In The Retirement Sector
    October 13, 2017 | Tom Champion

    Delivering exceptional customer experiences (CX) in low-engagement industries is hard. This is particularly true for the retirement planning sector, which is typically both heavily regulated and...

  • Report Adoption Of Automated Investment Services Remains Low

    To Tap Into The Potential Of Automated Investment Services, Digital Wealth Management Leaders Need To Overcome Barriers
    September 8, 2017 | Zhi-Ying Barry

    The launch of automated investment services by Bank of America, Capital One, China Merchants Bank, OCBC Bank, Ping An Bank, and Wells Fargo is piquing executives' interest. While we expect other...

  • Report Win The Hearts Of Customers With Digital Money Management

    Traditional Banks In China Must Seize New Opportunities To Stave Off Digital Disruption
    July 14, 2017 | Eryan Zhou

    Digital money management in China is still in its early stages, but it will continue to develop as financial disruptors win customers and traditional banks slowly join the game. This report helps...

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