- Tremors: In a pre-automated world, client relationship managers at Syz Group faced significant challenges when endeavouring to service their customers. The fragmented state of their content, including its inconsistent formatting and disparate location across the business, together with wider inefficient internal processes, meant managers spent much of their time searching for, amending, or creating new bespoke content, rather than focusing on value-adding client engagement. This triggered a realisation of the benefits of automation and customisation, particularly regarding pitch books, plus the broader potential of envisioning a comprehensive content enablement strategy, to replace solving isolated issues with point solutions.
- Epicentre: Syz Group has used the initial automation of pitch books as the catalyst to create a centralised content platform that not only serves as the golden source for the business but also enables wider content automation and distribution use cases in the future, including client content subscriptions based on themes. While already realising the transformative impact this initiative will have on both internal operations and client-facing activities, their focus is also on implementing a data-driven approach and proactively using available analytics to accurately measure these efficiency gains.
- Aftershocks: Looking forward, there is an important focus on change management and user adoption, ensuring all stakeholders and internal teams are supported and trained during the transition, and experience a new-found confidence in their roles as a result of better enablement. There is an optimism for the platform's role in wider business growth, and a belief that it will showcase the organisation as true innovators, encouraging other institutions to collaborate and partner with them.
Jump into the conversation
00:01:23 - Defining Enablement in Private Banking
00:06:07 - Initial Expectations and Discoveries
00:07:09 - Life Before Automation
00:09:50 - Change Management
00:16:03 - Future Outlook and KPIs
00:17:03 - Measuring Efficiency Gains
00:20:51 - Impact on Personalisation and Client Interaction
00:21:01 - Future Growth and Breaking Down Silos
00:23:34 - Ensuring Continuous Improvement
00:26:04 - Vision for Future Business Growth
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