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

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

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!

Publisher

Melanie Aimer, Adam Grainger, Hamish Taylor

Category

business

Language

en

Explicit

No

First episode

18 Apr 2025

Latest episode

9 Jun 2025

Latest episodes

10 episodes in the feed.

1. 

   9 Jun 2025

   Ep. 9 - Where to Start With CX?

   Hosts Melanie Aimer, Hamish Taylor, and Adam Grainger explore how financial service firms can establish client-centric cultures, map client journeys, and use data to improve client engagement, loyalty, and overall experience.

2. 

   2 Jun 2025

   Ep, 8 - Solving the Most Common CX Complaints

   Hosts Melanie Aimer, Adam Grainger, and Hamish Taylor explore solutions to common client experience complaints in financial services, emphasizing communication, empathy, and expectation management to improve client loyalty and retention.

3. 

   26 May 2025

   Ep. 7 - Technology – Enabler or Disabler for CX?

   Hosts Melanie Aimer, Adam Grainger, and Hamish Taylor explore technology's impact on client experience in financial services, discussing digital tools, AI, and the balance between efficiency and personalization in this interview episode.

4. 

   19 May 2025

   Ep. 6 - Regulator - Friend or Foe to CX (Client Experience)?

   Unlock the latest insights on how regulation is shaping Client Experience in Finance—discover powerful CX strategies, best practices, and real-world examples for building a truly client-centric culture and improving client engagement in this must-listen episode of Competitive CX! In this compelling episode, hosts Melanie Aimer,Adam Grainger and Hamish Taylor tackle the provocative question: "Is the regulator a friend or foe to Financial Services Client Experience?" Together, they dive deep into how regulatory frameworks can either enhance or hinder user experience in finance, and why top firms are thriving even under strict compliance standards. You'll hear actionable discussion on integrating compliance into CX best practices, stories of successful client retention strategies, and practical advice for aligning with internal and external regulators. The episode also covers how the industry’s mindset, digital transformation in CX, and smarter regulatory engagement can lead to financial services innovation and enhanced client loyalty. Whether you're seeking strategies for improving client behavior, boosting CX metrics and KPIs, or understanding the impact of technology on CX, this episode is packed with expert perspectives, proven solutions, and new ways of thinking about Financial Services Client Experience. Tune in now for actionable insights and reshape your approach to client-centricity in financial services! Topics Discussed in this Episode: Regulation’s impact on Client Experience in Finance Integrating compliance into CX strategies Building a client-centric culture in financial services Improving client engagement through regulatory collaboration Role of internal regulators in financial services client experience Timestamps: 00:00 "Enhancing Client Experience Insights" 05:24 Integrate Compliance into CX Design 08:17 Referee Complaints in Sports 12:36 Streamlined Payment Process Challenges 15:37 Evolving Regulatory Collaboration 17:52 Cautious Agent Prevents Potential Scam 23:07 "Listener Feedback and Sharing Request" 23:45 "Create a 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

5. 

   12 May 2025

   Ep. 5 - Incentives Inadvertently Deprioritise Client Experience

   Discover how typical incentive schemes in financial services can unintentionally sideline client experience, and learn actionable CX strategies to foster a genuinely client-centric culture that improves client engagement and loyalty. In this episode Melanie Aimer, Hamish Taylor and Adam Grainger unpack the hidden ways internal incentives—ranging from bonuses and departmental KPIs to price-driven client promotions—can erode trust and undermine long-term client retention strategies in the finance sector. Drawing from real-world stories across asset management, private banking, and travel, the discussion explores how focusing on easy-to-measure, internal metrics often leads to customer blind spots, fragmented user experience, and ultimately, a slip in client loyalty. You’ll hear about CX best practices that rethink scorecards, align incentives to meaningful client outcomes, and empower every department—including the traditionally “back office”—to enhance the financial services client experience. The episode also reveals practical steps for measuring the right CX metrics and KPIs, designing rewards that reinforce positive client behavior, and using innovative approaches to build client retention strategies that last. Whether you’re driving digital transformation in CX, seeking to improve user experience in finance, or want tips on embedding a client-centric culture throughout your organization, this episode is packed with insights to help you stay competitive and put what matters most—your clients—at the heart of every strategy. Topics Discussed in this Episode: Incentives shaping client-centric culture CX strategies for financial services Improving client engagement through metrics Aligning CX incentives with client value Organizational behaviors affecting client experience in finance Timestamps 00:00 "Client Experience: Regulator Friend or Foe?" 03:49 Erosion of Brand Trust 08:21 "Incentives and Operational Efficiency" 10:34 Train Delays: Eurostar Challenges 16:06 "Rethinking Banker Incentives" 17:36 Service Center Incentivization Issues 20:13 "Client Engagement and Incentives" 25:08 "Share and Discuss 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 Beha

6. 

   5 May 2025

   Ep. 4 - Organisational Structure Gets in the Way of CX

   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 experience Creating a client-centric culture in finance CX strategies for breaking down silos Practical approaches to improving client engagement Aligning 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

7. 

   5 May 2025

   Ep. 3 - Cultures That Kick CX Down the Road

   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 CX Why senior leadership sets the tone for exceptional client experience Ways to embed CX into the core of your business through measurement, reward, and empowerment The 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 initiatives Prioritizing client experience in finance Tying CX to measurable KPIs Empowering frontline employees for CX Overcoming 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

8. 

   5 May 2025

   Ep. 2 - What Is CX and Who Should Own It?

   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 finance Cross-functional coordination for CX success Measuring tangible CX business outcomes Leadership accountability in CX strategy Exceeding 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, Instagram Subscribe to the Competitive CX P

9. 

   5 May 2025

   Ep. 1 - Why Care About CX (Client Experience)?

   Unlock the secrets to outperforming your competition in financial services by prioritizing client experience (CX)—a strategy that’s proven to drive real results and customer loyalty. In this inaugural episode of Competitive CX, host Melanie Amor is joined by Hamish Taylor—an award-winning former CEO renowned for championing customer-focused change—and Adam Granger, founder of Accomplish and a leader in measuring CX impact. Together, they delve into the pressing question of why CX should be at the top of every financial organization’s agenda, sharing compelling examples from across industries such as Apple, Uber, and Disney. They explore why product alone isn’t enough to win in today's market, how client expectations are evolving rapidly, and how strategic investment in CX delivers measurable improvements in sales, client retention, and brand reputation. Plus, you’ll hear actionable insights on managing client risk, the growing influence of technology and AI, and practical steps to embed CX into your organization’s culture and KPIs. Tune in to learn why caring about CX isn’t just a nice-to-have—it’s essential for survival and future growth. Topics Discussed in this Episode: Competitive advantage through client experience Customer expectations in financial services Impact of AI on client experience Board-level focus on client risk Differentiation in oversupplied financial markets Timestamps: 00:00 Enhancing Client Experience in Finance 03:36 Customer Experience Drives Success 08:39 "Importance of Client Experience (CX)" 10:34 Standing Out Through Client Relationships 13:05 "Priority of CX in Finance" 16:45 "Client Experience Revolution" 19:25 Shift in Communication Dynamics 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. Thank you for listening! Follow Competitive CX on Facebook, Instagram Subscribe to the Competitive CX Podcast LinkedIn Page Visit our website to get the latest episode Follow Hamish, Melanie an

10. 

    18 Apr 2025

    Competitive CX Trailer

    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!

Podcast Authority Score: 30 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

43

Social presence

90

YouTube

0

Engagement

0