IDEAS home Printed from https://ideas.repec.org/a/aza/jsoc00/y2019v11i3p213-221.html
   My bibliography  Save this article

Transforming the customer experience in post-trade services

Author

Listed:
  • Laurensy, Philippe

Abstract

In an era in which clients are interconnected in countless ways and information is transferable across a plethora of channels, ensuring high levels of client satisfaction is a key driver for any firm that wants to stay in business. Traditional means of achieving client satisfaction still has a role to play, but the landscape and the expectations of clients are changing. What may have been good enough to keep paying clients happy before, simply does not make the grade today. New technologies, and more importantly, integrating them with traditional client service tools is an attractive proposition for many firms. Finding a cost-effective way, however, to transform this theory into practice poses considerable challenges. This paper explores the complex world of institutional banking and the post-trade industry with a detailed look at how client-centric business models are coming to the fore. In particular it will explore the technology that is available and how it can be used to help firms achieve their long-term objectives.

Suggested Citation

  • Laurensy, Philippe, 2019. "Transforming the customer experience in post-trade services," Journal of Securities Operations & Custody, Henry Stewart Publications, vol. 11(3), pages 213-221, June.
    • Handle: RePEc:aza:jsoc00:y:2019:v:11:i:3:p:213-221
    as

    Download full text from publisher

    File URL: https://hstalks.com/article/252/download/
    Download Restriction: Requires a paid subscription for full access.
    File URL: https://hstalks.com/article/252/
    Download Restriction: Requires a paid subscription for full access.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    customer experience; posttrade; customer service; automation; infrastructure;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services
    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit
    • K22 - Law and Economics - - Regulation and Business Law - - - Business and Securities Law

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aza:jsoc00:y:2019:v:11:i:3:p:213-221. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Henry Stewart Talks (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.