Ep. 7 - Technology – Enabler or Disabler for CX?

2025-05-27

Unlock the secrets to delivering world-class Client Experience in Finance as this episode of Competitive CX dives into whether technology is truly empowering or holding back CX strategies across financial services. Hosts Melanie Aimer, Adam Grainger and Hamish Taylor, explore how innovative digital tools and AI are shaping—or sometimes impeding—a client-centric culture, improving client engagement, and redefining financial services client experience. The conversation ranges from real-world examples and best practices in financial services innovation, to the impact of tec...

The conversation ranges from real-world examples and best practices in financial services innovation, to the impact of technology on CX metrics, KPIs, and client retention strategies. The trio brings both optimism and caution to the table: while AI and automation can level up user experience in finance and enhance client loyalty, they emphasize the critical balance between operational efficiency, personalization, and the irreplaceable human touch.

Whether you’re a CX leader navigating digital transformation in CX or want actionable ways to measure and amplify positive client behavior, this episode arms you with insights and practical tips to ensure technology amplifies, rather than overshadows, your client experience goals. Listen now to discover how your financial institution can stand out in the race for superior client experience!

Topics Discussed in this Episode:

Impact of technology on client experience
Digital transformation in CX strategies
Building a client-centric culture in finance
Enhancing client loyalty through innovation
Measuring CX metrics and KPIs in financial services

Timestamps:

00:00 "CS Tech Impact: Enabler or Disabler?"

05:25 Client Portals: Enhanced or Same?

07:44 AI: Empowering Client Experience

10:25 Tech Impact on Client Experience

15:59 CIO's Role in Customer Experience

19:04 Champion Customer Interests Relentlessly

22:31 Engage and Share Listener Feedback

23:07 Addressing Common CX Complaints

About the Competitive CX Hosts

Hamish Taylor

Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another.

Melanie Aimer

Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital.

Adam Grainger

After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making.