The voice of the customer has never been more important than it is today. Customer experience leaders have raised the bar for all industries. Meanwhile, new customer and data protection laws mean that pressure to accelerate customer-centric strategies is mounting from shareholders and regulators, in addition to the customers themselves.
Wealth management businesses are adapting. They are applying new forms of AI-enabled communications analytics to identify hidden trends and opportunities that can drive new revenue streams, uncover early signs of dissatisfaction, and mitigate the risk of regulatory fines and growth caps that can result from customer abuses and complaints.