[ SPONSORED CONTENT | SOCIETE GENERALE SECURITIES SERVICES ]
In today’ s dynamic financial landscape, client experience is shaped by both routine interactions and significant moments that influence trust, satisfaction, and enduring relationships. At Societe Generale Securities Services( SGSS), we view these key moments— such as onboarding, adapting offers and services in response to market shifts, or ensuring compliance with new regulations— as opportunities to leverage our expertise and deliver consistent service to our clients. SGSS aspires to transform these key moments into seamless, value-enhancing experiences. Beyond technical proficiency and expertise, the interpersonal dimension of the client experience is of utmost importance; this article explores how clients can recognise these important moments and encourages them to critically assess their expectations from financial providers.
“ Pivotal moments are essential for engaging with your business ecosystem and ensuring alignment on both strategic and operational priorities with partners and providers.”
Empowering clients to navigate pivotal moments and instil the highest standards in their journey with their business partners
ALEXANDRA CHAUVEL, co-head of coverage, marketing and solutions at Societe Generale Securities Services, unpacks the firm’ s new and improved approach to identifying and optimising“ pivotal moments” to create enduring client relationships whilst encouraging trust and satisfaction.
New approach for making informed choices Pivotal moments represent major decisions, interactions, or changes that can significantly affect financial outcomes. Examples include selecting new products, investing in strategic partnerships, or resolving service incidents. These occurrences can shape trust and satisfaction and ultimately impact financial performance. In 2024, McKinsey
& Company reported that improving the client journey can increase revenues by as much as 10 to 15 percent while also lowering the cost to serve by 15 to 20 percent, notably in the insurance, energy, telecoms and banking sectors.
As a service provider, identifying these moments improves decision-making, reduces risks, and enhances value. Moreover, recognising and sharing them allows clients to maintain control over their ecosystem. Optimal performance arises when a common vision of these pivotal moments and assessment of related financial impacts is shared with their providers; it is a key factor for proactive engagement rather than reactivity to unforeseen events.
40 // TheTRADE // Q3 2025