Customer experience management (CEM) strategies represent an important tool for banks looking to set their wealth management business on a path to growth.

During this presentation, Larry Baily discussed the booming wealth management industry and how commercial banks employ CEM principles and techniques to energize internal referral processes to boost new customer acquisition and expand share of wallet with existing clients.

Topics covered:

• The booming business of wealth management
• The four critical "moments of truth" that heavily influence satisfaction and loyalty ratings
• Using CEM to boost referrals, recognize disincentives and build share of wallet