Technology is dramatically reshaping banks, credit unions, asset and wealth managers, and other financial institutions. Digital disruption, however challenging, can open doors to new opportunities—but what are these opportunities, and how can financial institutions best capitalize on them?By investing heavily in digital transformation.Firms have setup incubators, accelerators, and innovation teams, attracting considerable management attention. They have hired Chief Digital Officers and rolled-out new ways of working. Though some breakthroughs are evident, positive impact on the bottom line has remained largely ignored.Anexinet brings decades of experience guiding financial institutions on their digital transformation journey.
Our proven approach helps financial companies:
A leading global financial-services provider needed to digitize their account-opening and proposal-generation processes. Together, we built a modern self-service platform that gives investment advisors instant access to legacy systems and provides key info for clients whenever and wherever it’s needed.
As a result, our engagement:
Customers and employees are no longer satisfied with personalized experiences alone; they now expect every interaction to reflect their historical actions and to be connected across all of their touchpoints. Increasingly, companies that reinvent their customer experience from legacy processes, experiences and touchpoints to reflect modern customer expectations see improved retention and engagement.To deliver enterprise-grade, connected experiences, companies must provide modern, user-centric, intelligent, full-stack engagement solutions. Unfortunately, many companies fall short. Anexinet helps companies build customer experiences that resonate and create “stickiness” to positively impact their underlying business drivers.Our proven process and user-centric focus enables modern customer experiences for our clients that dramatically boost:
Shorten customer wait-times to improve the overall user experience in both the digital and physical environments by letting Anexinet automate your back-office processing.
Craft digital experiences and streamline internal processes to align with the end user journey—particularly between advisors and end users.
Surprise and delight customers by delivering greater value in tangible, yet unexpected, ways (e.g. via proactive account analytics). A modern, intuitive digital experience demonstrates your organization’s attention to detail and concern for the best interests of account holders.
End users’ needs have always been an important driver of innovation, but the rapid evolution of technology is intensifying competition in the financial services industry.Considering how easy it is for consumers to switch services and find an experience they love; many organizations are losing market share to more digitally savvy companies. This is not a temporary change. The importance of intelligent, secure, connected experiences is here to stay and it’s reshaping how financial services firms compete for business. That’s not to say retention is impossible, but today’s end users expect more. Anexinet is attuned to this ever-changing landscape and helps companies build award-winning, user-centric solutions that provide tremendous value to end users.
Digital transformation is also disrupting the traditionally relationship-driven wealth management business. A new generation of investors has emerged, one that’s accustomed to having rich information and premium tools available at their fingertips. This trend is redefining what customer experience means for the financial services industry.As investor choices continue to expand, our clients are paying renewed attention to retention. Robo-advisors and other alternatives to traditional investment services mean increased competition for advisors and brokers. The good news is that trusted relationships still matter, but must be paired with advanced digital tools and ultra-efficient middle-and-back office processing.Anexinet helps financial and wealth-management organizations gain the tools, people, and processes to elevate themselves above their competitors by placing more focus on customer experience strategy in the following ways:
Manual processes and paper-based activities simply don’t make sense in the digital era. While it may be impossible to eliminate paper completely, Anexinet helps clients identify, simplify, and streamline critical, yet inefficient, paper-based business processes by:
Reducing paper-based activities may require rethinking many business processes, especially those between brokers, advisors, and end users. It’s not uncommon for an investment to require a dozen signed forms from customers, partners, custodians, brokers, advisors, etc. Anexinet regularly helps clients identify and optimize flows that yield the greatest cost savings and enhancement of the customer experience.
The implementation of advanced digital solutions also helps customers navigate the complex business rules and regulations governing wealth management. Too often, these rules are embedded in spreadsheets or in programming code, causing confusion or frustration for end users. Anexinet helps clients simplify the account-opening process through business-rule processing and new workflow technologies.A flexible, powerful rules engine and workflow system reduces friction in key business process such as investment-proposals and account-opening. Anexinet helps simplify the customer/investor experience by displaying a gorgeous, intuitive user interface while concealing underlying complexities. Remember, the goal is to ensure investors receive a white-glove experience, whether digitally or in-person.
Investing clients increasingly use analytics-assisted portfolio-management tools to augment what human advisors and managers have to offer. Relevant, actionable, real-time end-user data integrations reveal trends and insights that facilitate:
As significant as the shift toward cloud-based computing has been, it is just getting started. Today’s financial institutions leverage cloud-based Software-as-a-Service (SaaS) applications for business processes that might be considered non-core, such as CRM, HR, and financial accounting. But they increasingly also turn to SaaS for ‘point solutions’ on the fringes of their operations, including security analytics and verification. As more COOs and CIOs become comfortable with hosting more data in the cloud, application offerings continue to multiply to meet this need. Our deep experience and expertise in the Financial Services sector enables us to help customers sift through all the acronyms and focus on what’s most important.
It’s time to put legacy assumptions aside. It may seem logical to keep supporting core mainframe systems, given the potential disruption and perceived cost of upgrading. But if an existing platform can be modernized at half the cost, would the same logic still apply?
The following are just a few of the endpoints that need to coexist and cooperate:
Gaining more customer intelligence—and enabling real-time responses to that intelligence—is a key trend affecting the financial services industry, one that will drive revenue and profitability more directly in the future. As this evolves, many attributes that drive today’s brands—from design to delivery—could become less prominent. As a result, Anexinet expects the new operating model will be Customer and Context. Financial organizations will modify and customize their customer interactions, based on the specific context of each exchange, and will offer a seamless, omnichannel experience through an ideal balance of human and machines.
