Ep. 6 - Regulator - Friend or Foe to CX (Client Experience)?

2025-05-20

Unlock the latest insights on how regulation is shaping Client Experience in Finance—discover powerful CX strategies, best practices, and real-world examples for building a truly client-centric culture and improving client engagement in this must-listen episode of Competitive CX! In this compelling episode, hosts Melanie Aimer,Adam Grainger and Hamish Taylor tackle the provocative question: "Is the regulator a friend or foe to Financial Services Client Experience?" Together, they dive deep into how regulatory frameworks can either enhance or hinder user experience i...

In this compelling episode, hosts Melanie Aimer,Adam Grainger and Hamish Taylor tackle the provocative question: "Is the regulator a friend or foe to Financial Services Client Experience?" Together, they dive deep into how regulatory frameworks can either enhance or hinder user experience in finance, and why top firms are thriving even under strict compliance standards.

You'll hear actionable discussion on integrating compliance into CX best practices, stories of successful client retention strategies, and practical advice for aligning with internal and external regulators. The episode also covers how the industry’s mindset, digital transformation in CX, and smarter regulatory engagement can lead to financial services innovation and enhanced client loyalty.

Whether you're seeking strategies for improving client behavior, boosting CX metrics and KPIs, or understanding the impact of technology on CX, this episode is packed with expert perspectives, proven solutions, and new ways of thinking about Financial Services Client Experience.

Tune in now for actionable insights and reshape your approach to client-centricity in financial services!

Topics Discussed in this Episode:

Regulation’s impact on Client Experience in Finance
Integrating compliance into CX strategies
Building a client-centric culture in financial services
Improving client engagement through regulatory collaboration
Role of internal regulators in financial services client experience

Timestamps:

00:00 "Enhancing Client Experience Insights"

05:24 Integrate Compliance into CX Design

08:17 Referee Complaints in Sports

12:36 Streamlined Payment Process Challenges

15:37 Evolving Regulatory Collaboration

17:52 Cautious Agent Prevents Potential Scam

23:07 "Listener Feedback and Sharing Request"

23:45 "Create a Competitive CX"

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.