Transforming customer experience in wealth management

Transforming customer experience in wealth management

Our client is advising private banking clients since 1748. But times are changing fast. The bank required further digitization of its customer journey with its current and next generation clientele.

The organization initiated a Digital Transformation program designed to offer a full digital experience: from its client intake process to its trading & reporting capabilities via multi-channels adding digital great design to the classical personal contact its high net worth investors still appreciate. This all was delivered in combined IT and business teams in a collaborative, agile way of working.

Our task: implement full new suite of front office applications for CRM, Kyc, to trade execution & reporting

  • 12 branches involved: 200+ users to be trained
  • Focus on CRM, KYC, risk reporting, portfolio management, trading, settlement and accounting
  • Complexities to ensure Business end users accept the “agile new way of working”
  • Challenges related to the implementation of a global processing architecture designed by the Headquarters to be tailored to the German regulatory, client contractual and further local business dynamics

Many banks confuse digital with technology. Recognize that a digital transformation is first and foremost a culture change