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Asset servicers and asset managers face significant challenges due to shifting customer needs and priorities. Today, asset managers demand more value for their money, expecting superior services at competitive prices. This heightened expectation compels asset servicers to innovate continually, despite mounting cost pressures and the need for operational efficiency.
In a deteriorating macroeconomic climate, businesses are forced to make difficult decisions, often involving cost-cutting measures that can erode customer experience. Balancing high service standards with cost management is increasingly precarious, posing a risk to business viability if asset manager expectations are not met.
To address these challenges, EY conducted a study to understand the evolving relationship between asset servicers and asset managers. By viewing asset managers as customers, the study aims to provide deeper insights into their needs and expectations, fostering a win/win scenario for enhanced service delivery and customer satisfaction.
Highlights from the research
About the research
The study aimed to assist the asset servicer C-suite in identifying a starting point for their customer journey. It included responses from 21 asset managers and identified 25 asset servicers, providing a comprehensive view of the current state of customer experience in the asset management industry within Luxembourg. The study consisted of a quantitative survey comprising 49 questions, followed by qualitative roundtables with asset managers to deep dive into the responses.
