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Wealth Management Customer Experience Wealth Management Customer Experience

XM Solution Guided Program

Wealth Management Customer Experience

Identify the key drivers of customer behavior when choosing a trusted financial advisor and build long-lasting relationships with your customers.

Core Experience

Customer Experience

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Wealth management firms can now engage with customers on a personal level to build strong, lasting relationships across digital, in-person, and support engagements. We’ll help you assess your current CX strategy and deploy a best-in-class program specific to your business.

Jump-start your CX program with:

  • Surveys for all relevant customer journeys built by industry experts and validated by leading wealth management firms
  • Role- and channel-based dashboards to identify customer insights

With this XM solution wealth management firms can:

  1. Gain a better understanding of your current customer experience across all relevant touchpoints
  2. Address strategic business priorities, like reducing cost to serve and increasing product cross-sell
  3. Drive organizational alignment to create meaningful experiences across enrollment, purchase, in-person advisor services, support, and defection
  4. Increase customer retention, new customer acquisition, and customer portfolio expansion

Outcomes Delivered

  1. Get powerful CX insights in less time
  2. Create customer feedback experiences across wealth management customer journeys to better understand behavior and take action
  3. Create a roadmap for future growth to increase program coverage and capabilities
  4. Deliver a premium customer experience to your most valuable customers

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What You Get

Expert-built Surveys

Get pre-built wealth management customer experience surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

  • Relational Survey
  • End Customer Transactional Surveys
    • Digital
      • Site Experience
      • Account Management Experience
      • Purchase Experience
      • App Experience
    • In-Person
      • Advisor Services
      • Purchase Experience
      • Defection Experience
    • Support
      • Financial guidance and transactions
      • Issue Resolution


Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Digital: Overall Site and App Experience
    • Executive
    • CX Manager
    • Digital Manager
    • Customer Experience Manager
  • Digital: Financial Advisor Services
    • Executive
    • Digital Manager
    • Customer Experience Manager
    • Regional Manager
  • In Person: Financial Advisor Services
    • Executive
    • Regional Manager
    • Branch Manager
    • Customer Experience Manager
  • Support: Call Center
    • Support Manager
    • Support Agent

Qualtrics Customer Experience Maturity Model

Qualtrics uses a 3 phase approach to implement and grow your Wealth Management CX program:

  1. Deploy CX relational survey to assess strength of relationship between existing customers and your brand
  2. Add new surveys across priority channels and expand your program across relevant customer journeys
  3. Deep-dive into your most important/impactful customer journeys (e.g. digital account management, financial guidance support)

As an XM Solutions user, you’ll also receive access to additional surveys, dashboards, new features, and industry benchmarks when they’re released.

Implementation & Services

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.

Solution Details

Required License: Customer Experience 1



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