The employee and customer experience in banking is a perpetual cycle. From what we've witnessed and seen in our recent research, what's good for employee morale typically tends to be good for the customer experience. So, what do bank leaders need to focus on to ensure their employees have a positive and productive experience? To better understand employee experience (EX) strategies, priorities, connection to the customer experience (CX) and the role of technology in EX, American Banker conducted the Bank of the Future 2024: EX Strategies for Customer-Centric Banks research.
This report outlines how bank leaders are prioritizing improvements to EX and the technology investments they are willing to make to help them achieve their EX goals. It also looks at the challenges that are holding them back and the role artificial intelligence (AI) might play in the process.
Topics within the report include:
- The connection between the employee and customer experience in banking
- Where banks see the most challenges associated with their customer experience process
- How productivity improvements are driving employee experience strategies
- The most important technologies enabling employees to meet customer needs