On 27 September 2017, a collection of professionals from the funds universe gathered at KPMG Luxembourg’s Kirchberg headquarters for the second instalment of this year’s Digital Funds series, which centred on customer experience.
The featured speakers came with a diversity of experience, stretching from banking to virtual reality, fund administration to artificial intelligence. Those representing established industry players no less than those from young start-ups ultimately agreed that positive customer experience is paramount to commercial success today, that it is evolving rapidly, and that it is not easy to get perfectly right.
Baldwin Berges, business development strategist and professional speaker, sought to look beyond B2B and B2C to a “B2H” model: “business to human.” Emphasising that “business is personal,” he defined four trends shaping customer experience today: virtual reality, global connectivity, big data, and artificial intelligence.
David Conway of KPMG Nunwood shared insights from The Customer Experience Excellence Centre. “Asset management is very late to the party,” he concluded, comparing the funds sector to other areas of finance in the race to becoming truly customer-centric. He stressed that change is happening rapidly, however, the role of relationship manager in asset management firms differing highly to what it was just five years ago.
Alice Danoy of KPMG Luxembourg’s Hub for Entrepreneurship (the Khube) chaired a panel of additional experts, namely Fred Baus, CEO of realab; Keith Hale, CEO of Multifonds; Sébastien Grèverie, Head of Network and Core Product Management at Clearstream Banking; and Bastian Jakobsen, COO and CTO of adapti.me.
The event was moderated by Ravi Beegun, Partner at KPMG Luxembourg. The Digital Funds series focuses on different aspects of the funds sector’s digital transformation and will continue in 2018.