Optimized Customer Experience in Financial Services

For more than 70 years, this storied investment firm has been serving clients with a level of integrity that has earned it the reputation of being one of the most trusted names in asset management. Through bull and bear markets, the company has grown. Today it manages more than $717 billion in assets for clients in more than 170 countries. To serve these clients, the firm has more than 9,400 employees worldwide including 600 investment professionals.

The challenge

Company growth and success has brought challenges because information and expertise are now dispersed across systems, offices and continents. This has made it increasingly difficult for employees to respond to customers with timely, contextual information.  Executives within the financial services organization realized how they were perceived was creating reputational risk

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