Overview
Join John Campbell, Director of Service Delivery at Raymond James Financial, as he shares how a unified voice-of-customer program helps a 20,000-advisor wealth management firm stay data-driven without losing the human connection at the center of its business.
Learn how Raymond James combines after-call surveys, interaction analytics, and quality management into a single business intelligence view, giving leadership insight into performance across associates, teams, branches, and advisor populations, all while using AI to free up advisors for more meaningful client relationships rather than replace them.
In this session, you'll hear:
- Why Raymond James treats AI as a force multiplier for advisors, not a replacement for human connection
- How combining after-call surveys, interaction analytics, and quality management creates a single, layered view of service performance
- Why sentiment analysis from interaction analytics helps surface friction points that surveys alone might miss
- How consistent 97 to 98 percent customer and associate satisfaction scores became a key talking point with executive leadership and advisors
- Why survey invite and completion rates matter just as much as the satisfaction scores themselves in a relationship-driven business
Whether you're managing service delivery for a large distributed workforce or looking to combine multiple data sources into one coherent performance view, this testimonial shows what it looks like to use data and AI in service of stronger human relationships, not instead of them.