Most bank leaders say their institution puts a high priority on employee experience as a strategic business goal and in turn, front-line employees seem to widely embrace their institutions’ values and expectations. Further, nearly 9 in 10 employees report excellent or good productivity at work.
Perhaps productivity is so strong because, when it comes to employee experience strategy, improving productivity is the most prioritized outcome by bank leadership, followed by automation to improve workflows.
Bank professionals largely agree that the customer experience shapes the way work is performed within their organization. However, there are some issues that disrupt a customer-centric approach.
According to recent research by American Banker, inadequate technology, disconnected workflows and an overreliance on manual processes are the biggest contributors to derailing customer service.
Here’s a look at some of our findings.