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RAPPORT

Black hole to white glove

Transform investment bank onboarding to improve client experiences and grow revenue

Transform investment bank onboarding to improve client experiences and grow revenue

Up to 200 steps and months of confusion and frustration. This is what institutional clients can expect of investment bank onboarding. Strange that an industry that has seen profits shrink every year for a decade treats clients poorly even before they complete a single trade.

Client onboarding makes or breaks the tone and tenor of client relationships. In investment banking, it is broken. So much so that nearly one-third of institutional clients abandon the process prior to completing it because they are so dissatisfied with the client experience.

The maze of investment bank onboarding is a symptom of a product-centric industry. Organizations are siloed. Cultures are tribal. Processes are manual. Cost to serve is growing. Ringfencing and regulations multiply complexity and foster a risk management ethos that values control above all else.

Bad first impressions undermine client relationships, revenue growth potential, and brand reputations in a consolidating industry. While onboarding will always be complex thanks to regulators, there are client-friendly and revenue-generating ways to manage it. They offer banks a rare second chance to make a first impression to protect and grow the client base.

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