Has your investment bank mastered customer experience transformation? Discover six factors that could help set your organization apart. Learn more: https://www.accenture.com/us-en/insight-investment-bank-challenge-06-client-experience?c=fs_cmfy17sldshr_10000006&n=smc_0517

1. 06TOP 10
CHALLENGES

2. CHALLENGE 06 - Top 10 Challenges for Investment Banks
CHALLENGE 06
LIQUID STANDARDS:
IMPROVING THE
CLIENT EXPERIENCE
TOP 10 CHALLENGES FOR
INVESTMENT BANKS 2017
#IBTOP10
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3. 3
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
CHALLENGE 06 - Top 10 Challenges for Investment Banks
01
02
03
04
05
06
07
08
09
10 GETTING FIT
AUTOMATION
LOCATION
STRATEGY
DIGITAL
TALENT
CLIENT EXPERIENCE
JOURNEY
TO CLOUD
INNOVATION
RESEARCH
FUNCTION
BLOCKCHAIN
PRUNING FOR GROWTH

4. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
4
Client expectations are changing.
of users expect
tailored solutions.
of users want self-
directed experiences.
of users monitor and
evaluate vendor
performance.
78% 76% 76%

5. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
5
Client expectations are changing.
Today’s clients demand:
Coherence
across channels
Frictionless and
intuitive solutions
A consistent
level of service
Vendors that go
above and beyond

6. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
6
How can investment banks meet
client expectations when today’s
service standards are so liquid?
Particularly when the “one-stop-shop”
business models, bespoke products
and other differentiators they have
relied on are becoming things of the
past?

7. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
7
48% say “dedicating too little time” was a top barrier to
client experience transformation.
Dedicating too little time
Processes not formalized/cohesive
Lack of CEO or C-level priority
Poor cross-company collaboration
Customer experience ROI is unclear
Back-office has not harmonized
Poor customer data/analytics
Lack of critical technology/tools
Lack of funding or other resources
Lack of required skills
48%
46%
46%
46%
45%
45%
44%
43%
43%
42%

8. 8
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
CHALLENGE 06 - Top 10 Challenges for Investment Banks
Investment banks have to
DECIDE WHICH SILOS TO
TEAR DOWN to deliver the
appropriate client experience.

9. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
9
Six steps to transform your client experience
01
Walk the talk and outperform.
Establish the key strategic and operational
execution capabilities your organization needs
to perform at its peak.
STRATEGIC
CAPABILITIES
OPERATIONAL
CAPABILITIES
PEAK
PERFORMANCE

10. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
10
Six steps to transform your client experience
02
Start from the back.
Client experience delivery excellence begins
behind the scenes. Explore how technology can
facilitate, support and improve:
BACK-OFFICE
FUNCTIONS
MIDDLE-OFFICE
OPERATIONS
CLIENT
ONBOARDING

11. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
11
Six steps to transform your client experience
03
Don’t avoid disruption—create it.
Tear down silos
Take an end-to-end view of:
Use digitally enabled channels to extend
and enhance the client experience
CLIENT
COMMUNI-
CATIONS
CREDIT
MANAGEMENT
KNOW-YOUR-
CUSTOMER
PRACTICES

12. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
12
Six steps to transform your client experience
04
Focus on digital. Augment physical.
HEAVY
INVESTMENT
IN DIGITAL
TECHNOLOGIES
LEGACY
TECHNOLOGY
MODERNIZATION
DIGITAL-
PHYSICAL
BLUR

13. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
13
Six steps to transform your client experience
05
Expand your connected distributed
ecosystem.
Double down on external partner
collaborations across sales and services to
impact the end-to-end delivery experience.

14. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
14
Six steps to transform your client experience
06
Put talent and leadership at your core.
Focus on building digital talent and skills and
empowering leaders in:
INFORMATION
TECHNOLOGY
OPERATIONS OTHER CRITICAL
CLIENT-FACING
DEPARTMENTS

15. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
15
Case study: Global investment bank
CHALLENGE
RESEARCH
INSIGHT
SOLUTION
RESULT
Associates are burning too much time with
low-value clients.
Design team immersed themselves in the
associate’s day-to-day environment.
Existing customer relationship management tools
are poorly used. Manual workarounds are the norm.
The new platform removes useless screens and
alerts associates to calls from high-value clients.
Platform adoption was immediate.

16. CHALLENGE 06 - Top 10 Challenges for Investment Banks
LIQUID STANDARDS:
IMPROVING THE CLIENT EXPERIENCE
16
Approach client experience as a
journey rather than a destination—
something to evolve rather than solve.
Be prepared to deal with “liquid” or
changing standards, ready to scale up or
down as client needs change over time.

17. CHALLENGE 06 - Top 10 Challenges for Investment Banks
TAKE THE
NEXT STEP
17
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