In this episode of Conversations with Industry Leaders, Dr Ying Wu speaks with Steve Baker, Director of Client Servicing Europe at Clearwater Analytics. Drawing on over 25 years of experience in financial services, Steve offers practical insights into building lasting client relationships, navigating challenges, and leveraging technology for strategic advantage.

Key topics discussed:

• Steve’s career journey and lessons learned from working with high-demand clients in London

• The qualities essential for leadership in client relationship management: trust, honesty, integrity, and respect

• How to manage unrealistic client demands and build long-term trust

• The impact of generative AI and Salesforce integration on modern client servicing

• Current trends shaping client relationship expectations in fintech and financial services

• Practical tips for future leaders on mapping relationships, using data like NPS and CSAT scores, and applying transferable skills from retail and hospitality

• Using technology and data-driven methods to improve service quality, client retention, and business growth

Whether you’re starting your career or leading client teams, this episode offers valuable advice on becoming a better relationship builder in today’s competitive landscape.

Guest bio:
Steve Baker is Director of Client Servicing Europe at Clearwater Analytics. He brings decades of experience in investment banking, security services, and asset management, with a specialism in strategic client servicing and leadership.

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