Banking Employee Experience Vs. Customer Experience with Technology
What is the link between employee experience (EX) and customer experience (CX)? The answer is simple: employees who are more engaged in the happy with what they are doing are expected to create better customer experiences! Thus, leading to more satisfied and loyal customers. Market-leading banks recognize that a thoughtful focus on managing employee experience and equipping them with the right technologies is not only good for their workforce but also good for the overall success of their bank.
This article will not discuss how to get a culture of engaged employees, rather answer the question of how to enhance employee and customer experience using technology. There are a lot of suggestions/methods that can contribute to the employee experience but what if we deploy software or a robot to help deliver the mundane tasks? Would this help free people to do other important tasks, collaborate, and connect with the bank’s target customers? and result in enhancing the customer experience!