Client Experience and Digital Operating Model

Sponsor

CEO, COO, Head of Technology

Functions

Distribution including Marketing, Brand & Comms, Sales, Management

Client type

Asset Management

Client Challenges

• A major global asset manager wanted to redesign their strategic governance and core Digital, Sales, Marketing & Client Services processes with the aim of improving the overall client experience, focusing sales & improving internal efficiencies
• In order to achieve this, they launched a global transformation programme to define a set of global processes, capabilities, underpinning technologies and data sets to support a leading client experience across the full lifecycle

Alpha Approach

• We created a framework and core processes for highly-effective, industry-leading Marketing, Sales and Client Services practices united by a consistent Client Experience and linked to the client’s Market Strategy & Client Tiers
• We defined and implemented a Digital and Marketing operating model that enabled our client to be recognised as a leading Digital and Marketing organisation that delivers targeted value to their clients and prospects, whilst also executing on the brand promise
• We worked with Sales, Marketing, Digital and Client servicing teams to define the client experience strategy, including personas, journeys and the roadmap to deliver on the strategy

Client Benefits

• Enables our client to truly understand their different clients and the target experiences for each client type
• This asset manager aims to provide the best client experience and have the internal capabilities to do this; the operating model has enabled them to set-up a new Client Experience team and recruit into priority areas