IXM in Financial Services
Interaction Experience Management (IXM) for Financial Services focuses on improving client onboarding and servicing experiences – by tackling the inefficiencies inherent in back-office processes that hinder overarching CX goals in wealth management and retail banking.
For the last 10+ years, CX efforts in Financial Services have been aimed at higher returns, reduced costs, and minimizing risk. But the rising generations of investors and retail customers have different priorities and demand more efficient experiences that allow them to build personalized relationships with their advisors versus complete mounds of paperwork. Will Morgan, Senior Research Analyst at Aspire, highlights how financial institutions can shift complex back-office paperwork to digital formats – and let an IXM solution like SmartIQ™ integrate with other technologies to orchestrate client onboarding and servicing.
This approach aligns with the growing demand for digital interactions along with the bank’s approach to security and efficiency.