What’s the relationship between compliance and the client experience (CX)? On one level, nothing; on another level, everything.
Financial services firms are all talking about being client-centric, client-focused or client-friendly. But the desire to deliver a quality CX usually bumps up against the demands and requirements of regulatory compliance somewhere along the way.
Although we can all understand the need for a regulatory regime that protects clients, advisors repeatedly cite compliance and regulatory requirements as a major burden. All too often, the regulations designed to help investors simply become a pain point in the client relationship.
Here are some steps advisors can take to balance the sometimes conflicting demands of compliance and client satisfaction.