The article suggests that banks can improve the employee experience by digitalizing learning and development, providing employees with relevant training content, and fostering a culture of continuous learning. This, in turn, can lead to superior customer experiences, as a workforce that feels supported and valued will naturally contribute more. The author concludes by stating that midsize banks can achieve ongoing growth by creating a virtuous cycle of engaged employees driving superior customer interactions.
Key takeaways:
- 41% of growth-focused firms within the financial service industry believe “customer-centric employees” are their key competitive differentiator.
- Advancements in intelligent technology such as AI, automation, and machine learning have fundamentally changed how employees engage with customers, allowing for more personalized interactions.
- Improving the employee experience must go beyond providing better tools and data, it also involves digitalizing learning and development to continuously support skill improvement.
- Midsize banks can create a virtuous cycle of growth by facilitating career growth, providing digital tools, fostering a culture of continuous learning, and nurturing a culture of transformational conversations between employees and their managers.