Customer Experience and Design

Helping Clients Understand The Impact Of Their Investment Decisions

Clients are more empowered than ever to make their own informed decisions, which has led to a dramatic shift in their expectations of financial services companies. Clients expect to be provided with the kind of personalized advice, support, and tools they used to only get from their financial advisors.

The Digital Essentials, Part 3
The Digital Essentials, Part 3

Developing a robust digital strategy is both a challenge and an opportunity. Part 3 of the Digital Essentials series explores five of the essential technology-driven experiences customers expect, which you may be missing or not fully utilizing.

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While offering choices is an important benefit that financial institutions can provide its clients, firms need to be careful how you structure the choices to avoid the counterproductive outcome of decreased customer satisfaction.

Financial institutions can use a combination of a variety of methods (i.e., categorization) and technology (i.e., machine learning, cognitive computing, AI) to intelligently support its clients in understanding the concrete impact of their decisions.

In a new guide, we discuss the issues that stem from offering clients too many choices, as well as several concrete steps that can be taken to address them. You can download it here.

About the Author

Retirement Services Lead, Financial Services, Perficient Andrew Bihl, retirement services lead in Perficient’s financial services practice, joined the company in 2013 via the acquisition of ForwardThink Group. His areas of focus include program management offices, business process redesigns, and operational design. Andrew has over 20 years of experience in corporate and consulting roles. He has successfully delivered projects in the retirement services practice for diverse clients, such as Fidelity, Prudential, and TIAA.

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