Ep, 8 - Solving the Most Common CX Complaints

2025-06-03

Unlock proven strategies for transforming Client Experience in Finance with actionable CX best practices, client-centric culture insights, and solutions to the most common pain points in the financial services client experience. In this episode of Competitive CX, hosts Melanie Aimer, Adam Grainger and Hamish Taylor dive deep into solving top client experience complaints across financial services. The discussion reveals why improving client engagement isn't just about fixing issues, but about how complaints are handled—highlighting communication, empathy, empowerment, and e...

In this episode of Competitive CX, hosts Melanie Aimer, Adam Grainger and Hamish Taylor dive deep into solving top client experience complaints across financial services. The discussion reveals why improving client engagement isn't just about fixing issues, but about how complaints are handled—highlighting communication, empathy, empowerment, and expectation management as key drivers behind enhanced client loyalty and retention.

You'll learn practical approaches to digital onboarding, optimizing user experience in finance, and tackling slow response times, with a close look at client behavior and how technology impacts every touchpoint. Find out how leading organizations use CX metrics and KPIs to anticipate friction, empower their teams, and deliver innovation in client experience—turning even dissatisfied clients into brand advocates. Whether you're shaping digital transformation in CX or seeking client retention strategies, this episode is packed with insights you can't afford to miss.

Topics Discussed in this Episode:

Solving common client experience complaints
Building a client-centric culture in finance
CX strategies for financial services
Improving client engagement through communication
Empowerment and empathy in CX best practices

Timestamps:

00:00 "Enhancing Client Experience Insights"

03:19 Effective Complaint Handling Practices

09:23 Avoid Overpromising: Keep Promises

11:22 "Top CX Complaints Explained"

13:58 Encourage Progress, Avoid Overcommunication

17:52 Digital Financial Services Tracking

21:27 Optimize B2B Query Management

24:42 Frustrations with Self-Service Platforms

27:41 "Relationship Management Prevents Complaints"

30:14 Final Episode: Share and Engage

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.