Enhancing Client Experience in the Financial Industry

The chapter discusses the evolution of focusing on client satisfaction and engagement in the financial industry, emphasizing the importance of incorporating the voice of the client in shaping experiences. It explores the difference between client satisfaction and engagement, highlighting the shift towards measuring engagement for higher standards and benefits like lower risk and greater perceived value. The chapter also touches on the significance of capturing clients' voices in real-time, adapting to changing client needs, and avoiding common mistakes in managing client experiences.