Latest news with #ClientExperience
Forbes
18-07-2025
- Business
- Forbes
How To Create A More Client-Centric Culture
Suresh Rajapakse, Chief Client Officer at Wheels – Driving Client Experience, Innovation & Results. In global organizations, complexity is a given. Different regions, departments and time zones all come with their own systems and priorities. It's easy to let structure take the driver's seat. But in my experience, high-performing companies don't start with org charts or KPIs. They start with values. Culture isn't what's written on the wall. It's how decisions get made when no one's watching. It shows up in the questions your teams ask, how you handle conflict and whether your clients feel heard or just handled. I've learned over the years that performance and people aren't competing priorities. When culture is rooted in values and truly centers on client impact and team ownership, you create conditions where both excellence and empathy can thrive. Here are five things to know to help you get there. 1. Ask the hard questions, then actually listen. One of the most important habits our team has built is regularly asking, 'If I were a client, what does a good experience feel like?' That one question cuts through the noise and brings focus. It encourages us to look beyond processes and timelines and instead focus on the real people behind every interaction. When we ask that question with genuine curiosity, it shifts the conversation from reactive problem-solving to proactive care. We stop thinking in terms of transactions and start thinking in terms of trust. That kind of reframing reinforces a sense of shared ownership. When we stay attuned to how our clients experience our work, we show up with greater intention, clarity and care. It becomes less about meeting expectations and more about exceeding them, together. And each time we do, we build trust, strengthen connections and create momentum. 2. Culture is built in the gaps. Internal silos don't just slow teams down. They erode trust. Clients don't see your internal org structure. They only see what gets delivered. A values-driven culture encourages clarity over control. It's not about rigid roles; it's about shared responsibility. When product, engineering, operations and sales are aligned on why we're doing the work (and not just what needs to get done), gaps close faster. One way to do that is to create one shared success metric across departments tied to client outcomes and not just departmental outputs. I often remind my team that taking the wheel doesn't mean owning everything. It means guiding things in the right direction. If something's off course, we speak up and steer together. 3. Leadership means showing up and following through. At its core, leadership is about presence, especially when no one's watching. It's easy to show up for the big pitch or the major milestone, but real leaders stay close even when the spotlight fades. They ask the right questions, make space for honest conversations and feedback and turn insight into action. When leaders model that consistency, it sets the tone for the entire team. It signals that every stage of the client journey matters, not just the start. That kind of follow-through doesn't just build credibility; it builds trust. And in any long-term partnership, it's a key differentiator. 4. Bring humanity into the metrics. Metrics matter, but they don't tell the whole story. CSAT and NPS can point to trends, but it's the conversations behind the numbers that reveal what truly drives trust. That's why we look for moments that show character—where someone stepped up, brought clarity or turned a challenge into an opportunity to connect. For example, in your next team review, don't just share the metrics dashboard. Spotlight stories that highlight your values in action. When teams are encouraged to lead with transparency and empathy, clients feel it. They see a culture that values accountability and progress, not perfection. 5. Build together, win together. The real test of a high-performance culture is consistency in how we treat one another and how we treat our clients across every touchpoint and region. No one does this alone. That's why we share the ride and the results. When values are more than words on a slide, they become a compass. Teams know when to press forward and when to pause. They anticipate instead of react. And they take pride not just in what they accomplish but in how they accomplish it. Driving Forward With Purpose Culture isn't a campaign, it's a commitment. You see it in the small decisions, the tough conversations and the day-to-day follow-through. If you're leading a global team or even just building one, don't start by asking how to hit the next number. Ask what kind of company you want to be while doing it. Then, build the systems, habits and relationships that reflect that answer. Clients will notice. So will your people. That's how you take the wheel—with values, purpose and teamwork. Start today by asking yourself what signals you're sending through the choices you make as a leader and if they reflect the culture you want to build. Forbes Business Development Council is an invitation-only community for sales and biz dev executives. Do I qualify?
Yahoo
07-07-2025
- Business
- Yahoo
Thailand's KBank deploys Synpulse8's digital platform
Kasikornbank (KBank) Private Banking in Thailand has deployed a customised front-end relationship manager tool, developed by Synpulse8, the technology division of Synpulse. The platform, based on Synpulse8's Wealth Cockpit, was introduced to modernise wealth management operations, equipping relationship managers and financial advisors with an advanced digital interface to improve client interactions. The initiative, launched in April 2024 and completed by December 2024, forms part of KBank Private Banking's strategy to digitise its services. The platform consolidates the client investment process into a single system, addressing previous inefficiencies caused by multiple front-end tools that limited the ability of relationship managers to deliver prompt, personalised client support. KBank's private banking's business strategy and enablement head Sujai Hanchaowong said: 'The implementation of Wealth Cockpit enables our relationship managers to access insights more quickly and make better-informed investment decisions—ultimately elevating the client experience.' The platform's rollout is now extending beyond private banking to KBank's retail banking operations, broadening its influence across the bank's wealth management framework. The Wealth Cockpit platform simplifies workflows by integrating essential tools into a unified system, replacing the need for relationship managers to navigate multiple platforms for tasks such as client onboarding, advisory services, and transaction execution. It supports a wide array of investment assets and financial instruments, offering a comprehensive solution for wealth managers. The platform incorporates up-to-date local regulations, pension schemes, and tax considerations, alongside tools for portfolio, product, and risk simulations to aid decision-making. Both advisors and clients can access the platform online, inputting data that can be used to enhance future interactions. Additionally, the platform facilitates portfolio allocation, the creation of tailored investment proposals, and continuous monitoring of risk exposures and portfolio performance. It triggers alerts to both clients and relationship managers to maintain portfolio health. An integrated AI assistant supports users by providing product information, document searches, and interaction with platform features, with plans for future enhancements to include external data sources such as market insights, according to the company. Synpulse8 co-CEO Salomon Wettstein said: 'Wealth Cockpit is a game-changer for the wealth management space, providing a smarter, more efficient way for RMs to serve their clients.' In 2024, Synpulse and Instinct Digital collaborated to enhance digital transformation in financial services, focusing on asset and investment management firms. "Thailand's KBank deploys Synpulse8's digital platform" was originally created and published by Private Banker International, a GlobalData owned brand. The information on this site has been included in good faith for general informational purposes only. It is not intended to amount to advice on which you should rely, and we give no representation, warranty or guarantee, whether express or implied as to its accuracy or completeness. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Yahoo
19-06-2025
- Business
- Yahoo
BMO Recognized with 2025 Celent Model Bank Award for Payments Innovation
TORONTO and CHICAGO, June 19, 2025 /CNW/ - BMO today announced it has received the 2025 Celent Model Bank Award for Payments Innovation for five digital payments and client experience initiatives across Canada and the U.S. Digital Card Controls Suite – Canada: BMO Digital Card Controls Suite is a quick solution for clients facing pressing issues such as a lost wallet, damaged cards, or forgotten PINs. With this convenient solution, clients are empowered to manage their cards anywhere and at any time. Unified Push Provisioning – Canada: BMO's Unified Push Provisioning integration enables clients to access their debit or credit cards securely through multiple Google platforms including digital wallets, an automated fill on Google Chrome's web browser as well as save card payment information across stores powered by Google's checkout platform. In addition to improving client experiences, it enhances security through tokenization and enables enhanced fraud checks and seamless connectivity. Enhanced Transaction Details – Canada: The debit and credit enhanced transaction details initiative helps clients make real financial progress by ensuring they are equipped with valuable information to recognize their transactions and have a better understanding of their personal financial management. Available for both debit and credit purchases, clients can quickly convert transactions to installments, gain insights into their spending habits and access more information about a transaction. Direct Deposit Setup and Soft Credit Pull – U.S.: By embedding a direct deposit setup, clients can seamlessly connect their payroll system to their new BMO accounts, activate and fund their accounts and enjoy BMO's offerings instantly. The bank's soft pull inquiry process enables clients to receive real-time and accurate credit eligibility decisions, empowering clients to assess credit eligibility and explore credit options with confidence. FundsNow – U.S.: A check deposit solution, FundsNow grants users immediate and guaranteed access to their eligible mobile-deposited checks, eliminating the need for in-person branch visits. Clients can feel confident when accessing their funds conveniently and confidently on their own terms and in the channel of their choice. "This recognition exemplifies BMO's commitment to delivering great banking experiences across Canada and the United States," said Peter Poon, Head, Digital Self-Service, Innovation and Technology, BMO. "By continuously innovating across our digital payments ecosystem with leading partners like Google, we are helping clients make real financial progress on their terms and with confidence." BMO continues to pave the way as a digitally enabled, future-ready bank, focused on delivering leading digital experiences that help customers make real financial progress. These awards represent another step in BMO's Digital First journey and build on the bank's strong track record of industry recognitions. For more information about the awards please visit: For more information on BMO's tools and resources available to help customers set, track, and manage their personal finances please visit: About BMO Financial Group BMO Financial Group is the seventh largest bank in North America by assets, with total assets of $1.4 trillion as of April 30, 2025. Serving customers for 200 years and counting, BMO is a diverse team of highly engaged employees providing a broad range of personal and commercial banking, wealth management, global markets and investment banking products and services to 13 million customers across Canada, the United States, and in select markets globally. Driven by a single purpose, to Boldly Grow the Good in business and life, BMO is committed to driving positive change in the world, and making progress for a thriving economy, sustainable future, and inclusive society. SOURCE BMO Financial Group View original content:
