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Modernizing the Client Journey for One of the Largest Global Asset Management Firms

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A large asset management firm sought to reimagine, modernize, and digitize the end-to-end client journey. Prior attempts to revamp this process had not produced the desired results due to a lack of understanding of the current client experience, end state vision, and key dependencies. SSA & Company led a workshop to identify key pain points in the current client experience and develop a future journey map. The team also built a target operating model, conducted agile training sessions, and developed a project management structure to support execution.

In partnership with the asset management firm, SSA & Company redesigned the client journey to optimize client experience at every touchpoint and delight clients at pivotal moments. SSA & Company also built capability in the firm through agile training and oversight of 4-week sprints that delivered initial enhancements. Lastly, the target operating model provided the foundation for organizational alignment and support of defined “Moments that Matter”.


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