Greenwich Associates Launches the Greenwich Action and Insight ManagementTM (AIM) Product Suite

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Action and Insight Management: A Proven Client Experience Management Model For Transforming Research Into Behavioural Change

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The ability to drive behavioral change is the real value of our best-in-class client experience program.

Greenwich Associates today released Greenwich Action and Insight Management™ (AIM), a new suite of client experience offerings available in the U.S. and Canada.

Greenwich AIM is a best-in-class client experience management (CEM) program that goes beyond traditional “measurement oriented” market research and reporting and enables behavioral change that can transform an institution. It incorporates a set of proven steps to help clients improve customer experience, align employee engagement and behaviors, and ultimately increase revenues and profitability.

“The ability to drive behavioral change is the real value of our best-in-class client experience program,” explains Greenwich Associates Consultant, Ron Balmer. “Our solution requires organizations to think and act differently to achieve very tangible results.”

Greenwich AIM includes three unique products designed to meet the needs of organizations with varying degrees of CEM maturity:

The Horizon product takes clients through the first step in the client experience continuum. It is based on a short survey administered to a sample of an organization’s customers. It focuses on branch channel service delivery, and explores overall client loyalty and other key drivers of retention, satisfaction and relationship health.

Evolve takes clients to the next level and provides the opportunity to manage client experience in deeper, more granular detail. Evolve is ideal for more experienced or larger corporations interested in improving their client experience through multiple channels.

Transform is the most advanced offering of the Greenwich AIM solution. It is designed for organizations deeply committed to client experience management and cultural change. Transform helps institutionalize the way a company embraces the customer experience by tracking individual client transactions, driving employee accountability and winning long-term customer loyalty and boosting ROI.

Greenwich Action and Insight Management includes a proven framework for linking data to sales and services reports. The online reporting environment highlights opportunities for improvement and provides performance management tools that enable you to take action in your organization. Greenwich Associates also offers a host of consulting services related to CEM program optimization, such as sales, training, internal marketing of CEM programs, linking CEM to compensation, and best practices, allowing for partnerships with organizations of all sizes.

For more information contact:

Joan Weber                                                                
+1 (203) 625 4354                                           

Melanie Riera
+1 (203) 625 5160

Greenwich Associates is the leading research-based consulting firm serving the financial services industry. Greenwich Associates’ studies provide benefits to the buyers and sellers of financial services in the form of benchmark information on best practices and market intelligence on overall trends. Based in Stamford, Connecticut, with additional offices in London, Toronto, Tokyo, and Singapore, the firm offers over 100 research-based consulting programs to more than 250 global financial services companies. Please contact us for further information or to arrange an interview with one of our consultants. You can visit our website,, for more information.

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Joan Weber
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