{"id":850128,"date":"2023-12-07T04:03:32","date_gmt":"2023-12-07T04:03:32","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?post_type=research-and-insight&#038;p=850128"},"modified":"2025-12-04T13:56:25","modified_gmt":"2025-12-04T13:56:25","slug":"how-wealth-management-firms-can-reshape-client-experiences","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/how-wealth-management-firms-can-reshape-client-experiences\/","title":{"rendered":"How wealth management firms can reshape client experiences"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ReshapingClientExperiencesWM-Web-banner-2880x1800-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:44% 15%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">How wealth management firms can reshape client experiences<\/h1><\/div><h2 class=\"reasearchInsightTitle\">The lessons learned from Gen Z about client centricity in a digital world<\/h2><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=977459\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=977459&amp;text=How%20wealth%20management%20firms%20can%20reshape%20client%20experiences\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=977459&amp;text=How%20wealth%20management%20firms%20can%20reshape%20client%20experiences\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-in-brief\"><strong>In brief:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Gen Z, the next big growth segment in wealth management, is digitally savvy and expects firms to deliver experiences that rival what they get elsewhere in their digital journeys.&nbsp;<\/li>\n\n\n\n<li>Wealth management firms often struggle to deliver the autonomy, hyper-personalization, and seamless availability of information today\u2019s clients expect. &nbsp;<\/li>\n\n\n\n<li>Targeting client-centric drivers, such as personalization or diverse product offerings, on the appropriate stages in the client lifecycle can help attract and grow relationships with Gen Z and other client segments.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The digital revolution is rapidly changing what clients expect from wealth management firms, forcing growth-minded institutions to embrace a new, more client-centric playbook to compete. This is especially the case when pursuing Gen Z clients who have grown up in a connected environment and expect the same personalized, seamless and technology-driven experiences they get elsewhere in their digital lives.<\/p>\n\n\n\n<p>As digital natives, young adults entering their prime investment years expect digital solutions, instant gratification and authentic engagements. Many like managing their own financial affairs and want wealth management firms to empower them with self-service capabilities, diverse investment options\u2014and personalized advice when needed. These are the terms of the competition in a digital world.<\/p>\n\n\n\n<p>Traditional wealth management firms are familiar with prioritizing client needs, but digitalization is changing the rules of the game quickly. The key drivers of an effective client-centric strategy today include personalization, availability, trust and credibility, diverse offerings and autonomy. &nbsp;Doing those things right requires enabling digital technologies and data capabilities, and a strategy and culture that put the client\u2019s interests first.<\/p>\n\n\n\n<p>Adding to the complexity, the importance of individual drivers can vary depending on the stage of the client lifecycle. For example, a diverse menu of products can help win clients in the acquisition stage but doesn\u2019t matter much when they are onboarding. Investing in drivers at the place in the client journey where they can best influence the overall experience is critical to winning clients and earning their loyalty.&nbsp; Below, we explore how the intersection of those drivers and lifecycle stages plays out through the eyes of a hypothetical Gen Z client.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit\"><div class=\"container\"><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active opened\"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"true\" aria-expanded=\"true\"><h3 class=\"expander-heading-title\">Meet Alex<\/h3><\/div><div class=\"expander-content\"><p><em>Alex is a 24-year-old college graduate who, after starting work as a junior associate for a marketing firm, has begun thinking about retirement savings. An investing novice, she starts her journey by reading blogs and other content to determine an investment approach that reflects her values around social issues and better understand the qualities she wants from a wealth management firm.<\/em><br><br><em>Alex narrows her list to two firms\u2014both trusted household names with strong ESG offerings. On the surface, Firm A and Firm B appear to offer similar value propositions. In fact, there are some stark differences in the experiences delivered along the client lifecycle, many of which are not apparent from the outside but can significantly affect Alex\u2019s overall satisfaction. Those differences are illustrated in the below graphic.<\/em><\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/CX-Alex-Article_V2.png?w=960\" alt=\"\" class=\"wp-image-977700\"\/><\/figure>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-comparing-alex-s-two-journeys\"><strong>Comparing Alex\u2019s two journeys<\/strong><\/h2>\n\n\n\n<p>Firm A represents many wealth management firms today. It understands conceptually the importance of client centricity, but the approach is not well-developed or supported, leading to a subpar client experience. Alex must visit a physical branch to resolve an <em>onboarding<\/em> problem, while in the<em> servicing<\/em> stage she can\u2019t make investments with her mobile device.<\/p>\n\n\n\n<p>The firm\u2019s lack of digital and data capabilities, and its reliance on legacy systems and manual processes, limit its ability to deliver the seamless, personalized experiences that Alex gets in her other digital journeys. Eventually, she decides to end the relationship.<\/p>\n\n\n\n<p>Firm B is further along in its transformation to client centricity. Importantly, it has enhanced drivers at stages in the lifecycle where they can have the greatest impact\u2014something that is reflected in the quality of the experience. The firm\u2019s technology empowers Alex to complete the <em>onboarding <\/em>process digitally with how-to tutorials, self-service capabilities and investor education programs. That sense of <em>autonomy<\/em> fuels a more positive client experience.<\/p>\n\n\n\n<p>The goodwill from that experience is coupled with data driven insights to help create personalized <em>cross-selling<\/em> opportunities. When Alex needs help, a phone call is quickly arranged to guide her journey. The attention to individual needs at critical parts of the journey inspires Alex to explore a deeper relationship.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-lessons-learned\"><strong>Lessons learned<\/strong><\/h2>\n\n\n\n<p>What can we learn from Alex\u2019s two journeys? First, factors such as advisor availability, easy digital access to information, autonomy, and personalized interactions are the new terms of the competition and must be executed effectively to build client loyalty. The personal touch that many wealth management firms pride themselves on is still important, but digitalization has created new client expectations\u2014and new ways of satisfying them.<\/p>\n\n\n\n<p>Second, leveraging those drivers when they matter most in the client lifecycle can influence client decisions about whether to invest more with a firm or look elsewhere. Alex is impressed by the relative ease and autonomy of Firm B\u2019s onboarding process and the advisor\u2019s willingness to answer her questions. Blending traditional personal attention with empowering digital technologies earns the firm more of Alex\u2019s business.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-bridging-the-client-experience-gap\"><strong>Bridging the client experience gap<\/strong><\/h2>\n\n\n\n<p>Most wealth management firms understand conceptually what needs to be done to pursue a client-centric strategy. Even so, as Firm A\u2019s shortcomings suggest, they often struggle to effectively execute the transformation. Among the chief challenges: Which drivers should be deployed at what stage of the client lifecycle and how?<\/p>\n\n\n\n<p>To address those questions, Capgemini has created a research-driven enablement framework that can help firms fill the most important driver gaps for each stage of the client journey. It is visually illustrated below.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Enablement-framework.png?w=960\" alt=\"\" class=\"wp-image-977467\" style=\"width:700px\"\/><figcaption class=\"wp-element-caption\"><em>An enablement framework, such as this one employed by Capgemini, can help firms understand the relative importance of client-centricity drivers across the client lifecycle.<\/em><\/figcaption><\/figure>\n\n\n\n<p>Firms today cater to such a wide variety of clients that there will always be differences between the experiences they aspire to deliver and what their clients experience. That\u2019s both natural and inevitable. The key is to use timing and context to prioritize parts of the journey that can build the strong connections and loyalty that firms hope to achieve with a client-centric strategy.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong><em>Interested in learning more? Our latest report delves into the factors that drive and enable the client-centricity throughout the entire customer journey in wealth management. <\/em><a href=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/getting-personal-five-drivers-to-power-client-centric-growth-in-wealth-management\/\"><em>Download the report here<\/em><\/a>.<\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd layout-one-card-only is-style-default\"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Latest insights<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/getting-personal-five-drivers-to-power-client-centric-growth-in-wealth-management\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/11\/CX-wealth-management-growth.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/getting-personal-five-drivers-to-power-client-centric-growth-in-wealth-management\/\" aria-label=\"Getting personal \u2013 Five drivers to power client-centric growth in wealth management\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Getting personal \u2013 Five drivers to power client-centric growth in wealth management<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-learn-more updated-new-sample-amal learnMoreBlock\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"learnmore-heading\">Learn more<\/h2><\/div><div class=\"row\"><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/be-en\/industries\/banking-and-capital-markets\/\" target=\"\" aria-label=\"Banking and capital markets\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/08\/Capgemini_Industries_Capital-Markets.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/08\/Capgemini_Industries_Capital-Markets.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/08\/Capgemini_Industries_Capital-Markets.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Banking and capital markets<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">Banks and capital markets firms are facing unprecedented disruption. While reducing costs is critical, they must invest to meet customers\u2019 digital expectations, manage risks, and attain sustainable business practices.<\/p><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/be-en\/industries\/banking-and-capital-markets\/investment-banking\/\" target=\"\" aria-label=\"Investment banking\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/12\/Capgemini_Industries_Capital-Markets_Investment-Banking_2.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/12\/Capgemini_Industries_Capital-Markets_Investment-Banking_2.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/12\/Capgemini_Industries_Capital-Markets_Investment-Banking_2.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Investment banking<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">We help create sustainable, next-generation investment banking solutions. We help you modernize your technology and operations estate by implementing operating models that are geared to increasing your profitability, and enhancing client experience.<\/p><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/solutions\/driving-customer-centricity-in-banking-and-capital-markets\/\" target=\"_blank\" aria-label=\"Customer first, banking and capital markets\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Customer first, banking and capital markets<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">Banking customers have spoken. They expect accessible, personalized services tailored to their individual needs and lifestyles. Ready to unlock the power of customer-centricity?<\/p><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>The lessons learned from Gen Z about client centricity in a digital world.<\/p>\n","protected":false},"author":440,"featured_media":850129,"template":"","meta":{"cg_dt_proposed_to":[],"_eb_attr":"","cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"a5ffa38b-a71b-4b8d-9dfb-4ce4ad0e71f6\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":387,"primary_term":"Customer 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