The Eagle Approach: Engage and Collaborate

Recent client summits in Chicago and Toronto highlight just one of the ways we seek to collaborate and create a dialogue that advances our solutions and strengthens our client relationships.

Diane McLoughlin
, Chief Client Officer

In March, my colleague Rashmi Patel highlighted the growing prevalence and activity of client led, Eagle user groups across the globe. These groups reflect an enthusiastic and mature client base that is excited to learn and share with one another. Eagle’s interactions with these groups are an excellent opportunity to engage in dialogue that affirms our strategy while also shedding light on new opportunities to advance our solutions. Our recent client summits, held in Chicago and Toronto, are another example of how we are engaging with the client community and underscore our commitment to collaboration.

At the Eagle Canadian Summit, for instance, over 100 client attendees, prospective clients and third-party consultants traveled to Toronto from across Canada to attend. The day-long event featured a corporate update from Eagle CEO Mal Cullen as well as five distinct presentations and panels that explored legacy system replacement, best practices in managing complex derivatives, Eagle’s secure private cloud platform, cybersecurity, and how to best leverage Eagle to enable data-driven decisions for the front office. Bruce Feibel, from BNY Mellon Investment Management, also participated to highlight the trend of firms including ex-ante risk as part of their performance measurement process.

Citisoft COO Thomas Secaur, who was speaking on the system replacement panel, perhaps articulated it best when he described, “This [event] simply isn’t something that you’re seeing other vendors do.”

Eagle has a strong record of building our solutions and business around collaboration. The regional client summits, coupled with our annual Engage client conference, represent just one component. Late last year, we also created the Office of the Client, which incorporates all of our client-facing teams in one group. The revised organizational structure is designed to break down the potential for silos and ensure that our sales, product management, marketing and relationship management teams are working together to address specific business needs.

But these efforts do not represent a new focus for Eagle, as collaboration has always been part of our DNA. Our solutions have been built over the years through direct working relationships with our clients and our parent BNY Mellon.  Collaborating with clients has yielded some of our best innovations, and allowed us to solve real problems and offer solutions that clients could not find from other providers. The latest opportunity came in the form of a half-day meeting ahead of our Toronto summit, where we spent time with several clients working together on ideas for future enhancements to our performance solution that is currently in development. At present, we are also looking forward to internal co-creation projects as we work closely with BNY Mellon on the development of the NEXEN platform.

While we know initiatives like the client summits and our Engage conference are well received by those who attend, we also want our clients to know how much we appreciate the dialogue that comes out of such events.

At a recent client meeting, one of my colleagues began the conversation by inquiring about the client’s business goals. The discussion then moved to the client’s plans for expansion, new product development and, ultimately, where the business aims to be, not in 2017, but rather five years and ten years down the road. Our goal was to first understand their goals and roadmap for growth, and only then to explain how our technology and solutions can align with their organizational objectives.

The discussion would not have happened if we were not routinely engaged in this kind of business dialogue with our clients. In fact, this particular client noted that in his 20 years of working with vendors, he has never participated in this level of dialogue. Indeed, we are seeking to change the nature of vendor-client conversations. It is a key part of our bottom-up approach to innovation—driven by clients’ needs and made real by ongoing collaboration.

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