Introduction
In the new consumer market environment, shaping an excellent customer experience has become a new path to drive the continuous and stable growth of enterprises. By clarifying brand positioning and value, formulating experience strategies, identifying key moments, creating peak experiences, and establishing management and monitoring systems, customers can perceive and identify with the brand’s value through the sum of their experiences, creating a consistent and differentiated experience throughout the entire process. This module will analyze the case of an enterprise that has achieved commercial success by providing high-quality services based on the five-module experience framework model, with customer experience as the main thread.
-Case Analysis of CMB Private Banking
**01 Industry Overview**
With the rapid development of China’s economy and the continuous accumulation of personal wealth, private banking services, which provide professional, personalized, and comprehensive high-end financial services and all-round non-financial services to high-net-worth clients, have gradually become a new battleground for banking competition. In recent years, many commercial banks in China have proposed to transform into wealth management banks, and private banking services have increasingly become a must-contend area for numerous commercial banks, with many banks upgrading their private banking services.
The domestic private banking sector has a large growth potential, and banks are developing in a tiered manner. The potential of the domestic wealth management industry is huge. According to the "2023 China Private Wealth Report" released by CMB, the macroeconomy is entering a recovery phase, and the wealth market is expected to warm up. In 2024, the total scale of investable assets of high-net-worth individuals in China is estimated to be close to 127 trillion yuan. In the future, private banking will present trends of business globalization, integrated banking services, and the widespread application of financial technology.
 | Follow X Experience Business School to stay updated with the latest academic news and insights. X Experience Business School is the first professional educational organization in China that takes experience as its core value orientation. Our mission is to "cultivate experience-driven CEOs for China." We believe that through a scientific method system and in-depth grasp of experiential value, we can help elite leaders from various industries gain new abilities to create growth in the business environment. | X School Reshaping Experience ·Driving Growth |
