Competitive CX | Conversations for Financial Services Professionals Tackling Client Experience Challenges
Welcome to Competitive CX, the podcast that dives deep into client experience in the financial services industry. Hosts Melanie Aimer, Adam Grainger, and Hamish Taylor guide listeners through the critical role of client experience (CX) and share insights on navigating its challenges and opportunities. With over 20 years of experience, Melanie Aimer champions client experience across capital markets, asset management, private banking, and wealth management. Adam Grainger, from his organization Accomplish, focuses on measuring and understanding the key drivers of outstanding client experiences, empowering financial organizations to identify their strengths and weaknesses. Hamish Taylor, an award-winning former CEO, is renowned for his customer-led transformation approach that has inspired companies worldwide to rethink their customer engagement strategies. In each episode, they tackle pressing topics related to CX, uncovering valuable insights and practical strategies to help financial services organizations excel in delivering exceptional client experiences. Competitive CX offers actionable guidance for business leaders, marketers, customer service teams, and finance professionals. Listeners can expect answers to key questions such as: What is CX and why does it matter? Who should own CX within an organization? How can corporate culture affect client experience? What are the best practices for measuring CX success? How does technology influence client engagement and satisfaction? For financial services professionals seeking to enhance their CX strategy or anyone interested in understanding the evolving landscape of client experience, Competitive CX is the ultimate resource. Tune in and join the hosts on their journey to elevate client experiences and drive successful business outcomes!
Episodes
Welcome to Competitive CX, the podcast that dives deep into client experience in the financial services industry. Hosts Melanie Aimer, Adam Grainger, and Hamish Taylor guide listeners through the critical role of client experience (CX) and share insights on navigating its challenges and opportunities.
With over 20 years of experience, Melanie Aimer champions client experience across capital markets, asset management, private bankin...
Unlock the secrets to outperforming your competition in financial services by prioritizing client experience (CX)—a strategy that’s proven to drive real results and customer loyalty. In this inaugural episode of Competitive CX, host Melanie Aimer is joined by Hamish Taylor—an award-winning former CEO renowned for championing customer-focused change—and Adam Grainger, founder of Accomplish and a leader in measuring CX impact. Togeth...
Supercharge your financial services strategy by discovering what client experience (CX) really means—and why having the right CX ownership is the key to sustained competitive advantage. In this episode of Competitive CX, host Melanie Aimer is joined by industry leaders Hamish Taylor (award-winning former CEO and master of customer-led transformation) and Adam Grainger (CX measurement innovator and founder of Accomplished) to dig de...
Struggling to drive client satisfaction in financial services? Discover why organizational culture can make or break your customer experience strategy—and learn actionable ways to get your team truly invested in CX.
In this episode of Competitive CX, host Melanie Aimer, Hamish Taylor and Adam Grainger have a transparent conversation about “cultures that kick CX down the road.” They dive deep into why culture must lead CX initiative...
Unlock powerful CX strategies to revolutionize client experience in finance as we dive into the real obstacles that financial organizations face in building a truly client-centric culture and improving client engagement. In this episode of Competitive CX, hosts Melanie Aimer, Adam Grainger and Hamish Taylor dissect how traditional organizational structures, persistent silos, and legacy processes are holding back financial services ...
Discover how typical incentive schemes in financial services can unintentionally sideline client experience, and learn actionable CX strategies to foster a genuinely client-centric culture that improves client engagement and loyalty. In this episode Melanie Aimer, Hamish Taylor and Adam Grainger unpack the hidden ways internal incentives—ranging from bonuses and departmental KPIs to price-driven client promotions—can erode trust an...
Unlock the latest insights on how regulation is shaping Client Experience in Finance—discover powerful CX strategies, best practices, and real-world examples for building a truly client-centric culture and improving client engagement in this must-listen episode of Competitive CX!
In this compelling episode, hosts Melanie Aimer,Adam Grainger and Hamish Taylor tackle the provocative question: "Is the regulator a friend or foe to Fina...
Unlock the secrets to delivering world-class Client Experience in Finance as this episode of Competitive CX dives into whether technology is truly empowering or holding back CX strategies across financial services. Hosts Melanie Aimer, Adam Grainger and Hamish Taylor, explore how innovative digital tools and AI are shaping—or sometimes impeding—a client-centric culture, improving client engagement, and redefining financial services...
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 improvin...
Looking to revolutionize Client Experience in Finance and outpace your competition with cutting-edge CX strategies? This power-packed episode of Competitive CX guides listeners through the essential first steps to building a truly client-centric culture in financial services, offering actionable insights for improving client engagement, enhancing client loyalty, and driving user experience in finance to new heights.
Hosts Melanie...
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