- 1.0 Seeking Best Practice Client Services in Digital Investment Banking
- 1.1 Re-imagining the Client Experience
- 1.2 Centralisation, Specialisation & Modularisation
- 2.0 The Current State of Affairs
- 2.1 Variety is the Spice of Capital Markets Client Services Models
- 2.2 E-commerce Client Services Model Resources
- 2.3 Qualitative Client Services Model Data
- 3.0 Reflections on the Changing Landscape of Client Services Models
- 3.1 The Absence of Evidence Is Not the Evidence of Absence
- 4.0 Appendices
- 4.1 Table of Figures
The Fraught Hunt for a Best Practice Model
This report presents an analysis of a subset of the datapoints garnered from GreySpark’s annual Trends in E-commerce Survey, which – in 2020 – was carried out over the first half of the calendar year. Contained within the sub-set of survey data was a series of questions posed to more than half of the world’s top-30 Tier I and Tier II Commercial & Investment Banks (CIBs) focused on the digital aspects of their global client services models, from which 15 institutions provided a number of meaningful quantitative and qualitative responses.