Transforming the customer experience in post-trade services

Philippe Laurensy

Journal of Securities Operations & Custody, 2019, vol. 11, issue 3, 213-221

Abstract: In an era in which clients are interconnected in countless ways and information is transferable across a plethora of channels, ensuring high levels of client satisfaction is a key driver for any firm that wants to stay in business. Traditional means of achieving client satisfaction still has a role to play, but the landscape and the expectations of clients are changing. What may have been good enough to keep paying clients happy before, simply does not make the grade today. New technologies, and more importantly, integrating them with traditional client service tools is an attractive proposition for many firms. Finding a cost-effective way, however, to transform this theory into practice poses considerable challenges. This paper explores the complex world of institutional banking and the post-trade industry with a detailed look at how client-centric business models are coming to the fore. In particular it will explore the technology that is available and how it can be used to help firms achieve their long-term objectives.

Keywords: customer experience; posttrade; customer service; automation; infrastructure (search for similar items in EconPapers)
JEL-codes: E5 G2 K22 (search for similar items in EconPapers)
Date: 2019
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