Competitive CX | Conversations for Financial Services Professionals Tackling Client Experience Challenges

著者： Melanie Aimer Adam Grainger Hamish Taylor
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  • 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!
    Copyright 2025 All rights reserved.
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あらすじ・解説

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!
Copyright 2025 All rights reserved.
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  • Ep. 4 - Organisational Structure Gets in the Way of CX

    Ep. 4 - Organisational Structure Gets in the Way of CX
    2025/05/05
    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 client experience, despite advancements in technology and growing industry awareness. Together, the panel discusses practical solutions for overcoming these barriers, from appointing client journey owners to leveraging data for holistic client views, ensuring every team focuses on enhancing user experience in finance. Drawing on insights from capital markets, private banking, and cross-industry best practices, they reveal why rethinking power, KPIs, and collaboration is vital to enhancing client loyalty, client retention strategies, and delivering seamless digital transformation in CX. You’ll come away with actionable tips for championing a client-centric mindset, breaking down silos, and creating multifunctional approaches that align with the demands of today’s financial services innovation. If you’re ready to deliver CX best practices and make measurable improvements in your firm’s client interactions, don’t miss this episode! Topics Discussed in this Episode: Organisational structure barriers to client experienceCreating a client-centric culture in financeCX strategies for breaking down silosPractical approaches to improving client engagementAligning KPIs with financial services client experience Timestamps: 00:00 Enhancing Client Experience Strategies 04:29 "Brand Management and Customer Experience" 07:54 "Embrace Multifunctional Customer Approach" 09:59 "Reevaluating Organizational Silos" 15:10 "Aligning Culture and Structure" 18:28 Journey Design for UHNW Personas 20:26 Conductor Model Needs Data Flow 22:48 "Until Next Episode" About the Competitive CX Hosts Hamish Taylor Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another. Melanie Aimer Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital. Adam Grainger After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making. Follow Competitive CX on Facebook, InstagramSubscribe to the Competitive CX Podcast LinkedIn PageVisit our website to get the latest episodeFollow Hamish, Melanie and Adam on LinkedIn
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    24 分
  • Ep. 3 - Cultures That Kick CX Down the Road

    Ep. 3 - Cultures That Kick CX Down the Road
    2025/05/05
    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 Amor welcomes customer experience innovator Hamish Taylor and CX measurement expert Adam Granger for a transparent conversation about “cultures that kick CX down the road.” They dive deep into why culture must lead CX initiatives, the pivotal role of leadership in shaping priorities, and the risk of deprioritizing client experience during periods of cost-cutting or rapid growth. The discussion highlights real industry examples from British Airways, Monzo, Wells Fargo, and more, showing exactly how leadership behavior, hiring for cultural fit, and linking CX to tangible KPIs can transform outcomes. Key learnings include: How to avoid common cultural traps that undermine CXWhy senior leadership sets the tone for exceptional client experienceWays to embed CX into the core of your business through measurement, reward, and empowermentThe impact of innovation, cost pressures, and organizational structure on client satisfaction Packed with practical advice, real stories, and expert tips, this episode is essential listening for anyone aiming to turn CX from a buzzword into a true competitive advantage in financial services. Listen now and start creating a culture that champions the client at every level. Topics Discussed in this Episode: Leadership-driven culture change initiativesPrioritizing client experience in financeTying CX to measurable KPIsEmpowering frontline employees for CXOvercoming cost-cutting impact on CX Timestamps: 00:00 "Financial Regulators: Friend or Foe?" 04:42 "Culture Drives Customer Experience" 07:47 Align KPIs with Customer Culture 10:18 Leadership Shapes Workplace Culture 15:25 "Prioritizing CX Amid Cost-Cutting" 17:01 "Marketing: Beyond 'Coloring In' Perception" 21:54 "Fostering CX Through Leadership" 25:08 "Share and Explore Competitive CX" About the Competitive CX Hosts Hamish Taylor Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another. Melanie Aimer Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital. Adam Grainger After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making. Follow Competitive CX on Facebook, InstagramSubscribe to the Competitive CX Podcast LinkedIn PageVisit our website to get the latest episodeFollow Hamish, Melanie and Adam on LinkedIn
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    26 分
  • Ep. 2 - What Is CX and Who Should Own It?

    Ep. 2 - What Is CX and Who Should Own It?
    2025/05/05
    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 Amor is joined by industry leaders Hamish Taylor (award-winning former CEO and master of customer-led transformation) and Adam Granger (CX measurement innovator and founder of Accomplished) to dig deep into the definition, scope, and critical ownership questions around CX. Learn why top-performing firms treat CX as a cross-functional, end-to-end capability—rather than just a support function or a one-off initiative—and how embedding true CX leadership at the executive level drives real business results. With candid real-world examples, hard-won lessons, and actionable advice, this episode will empower you to move beyond surface-level improvements and build a client experience that wins loyalty, retention, and growth. Perfect for financial services professionals in marketing, sales, client service, or strategy seeking practical ways to drive CX transformation in their own organizations. Topics Discussed in this Episode: Defining client experience (CX) in financeCross-functional coordination for CX successMeasuring tangible CX business outcomesLeadership accountability in CX strategyExceeding client expectations in financial services Timestamps: 00:00 "Defining and Owning Client Experience" 04:27 Measuring CX Impact 09:12 "CX Ownership and Strategic Value" 12:12 "Customer Experience Determines Success" 13:36 "Rethinking Customer Experience" 17:24 "Leadership-Driven CX Strategy" 21:54 Elevating Client Experience Expectations 24:48 Challenging Timidity in Financial CX 27:48 "Championing Client Experience Leadership" 30:04 "Boosting Client Engagement Insights" About the Competitive CX Hosts Hamish Taylor Hamish Taylor is a world leader in Customer-led Transformations. A multi-award winning CEO, his career has taken him from Brand Management at Procter and Gamble, Consultancy at PWC and Head of Brands at BA to become CEO of channel tunnel railway Eurostar and CEO of Sainsbury’s Bank – all before he was 40. In each case he left a record of significant growth by challenging the established way of operating and, in particular, by enabling the organisation to place its customers at the core of all activities. More recently, he has taken his “Customer-led Transformation” approach to hundreds of organisations and teams in 48 different countries. He has also been dubbed the “MasterThief” for his ability to take ideas from one industry or discipline to another. Melanie Aimer Melanie has over 20 years of financial services experience spanning Capital Markets, Corporate & Investment Banking, Asset Management, Private Bank & Wealth Management with Citibank, BNP Paribas and Barclays. With her vast multinational corporate Board and Exco level experience, Melanie has an award-winning record of delivering innovative client transformation across the full client and customer value-chain delivering best-in-class services in complex global organizations in a cost-effective agile manner and simplifying front to back processes spanning across people, marketing, data, and digital. Adam Grainger After a career leading client experience (CX) transformations for large and medium-sized asset management firms, Adam established Accomplish to translate CX for asset managers into a tangible and measurable discipline. Between 2018 and 2021, Adam chaired the global Asset Management CX Forum. This was an industry-wide innovation initiative that resulted in Accomplish’s Client Behavior Benchmark that lets asset managers pinpoint, in time and money, where their pre- and post-sales experience has out and underperformed. Adam has an MBA from the London Business School, where he studied behavioral economics and decision-making. Follow Competitive CX on Facebook, InstagramSubscribe to the Competitive CX Podcast LinkedIn PageVisit our website to get the latest episodeFollow Hamish, Melanie and Adam on LinkedIn
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    31 分

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