KPMG: Asset management industry must do more to deliver 'best in class' customer experience

'There is much that needs to be done'

There is 'much that needs to be done' by the asset management industry to improve customer experience and central to this is the changing role of the relationship manager, according to a KPMG report.

The report, Spotlight on the Asset Management Industry, looked at the industry's efforts to forge strong client relationships and evaluated the role of the relationship manager in this task. KPMG said: "Our survey finds, that the asset management industry is not best in class relative to B2C or even other B2B industries. The industry is at the start of its customer experience journey. "Nonetheless, there is common agreement that there is opportunity and much that needs to be done." The report said the regulatory changes, such as MiFID II, as well as technological developments and a...