Banking on Experience: A Seamless Approach to Improved Employee and Customer Experiences

Banking on Experience:
A Seamless Approach to
Improved Employee and
Customer ExperiencesAdd to that an ever-evolving regulatory landscape, increased cybersecurity threats, hybrid work scenarios, a talent shortage, and a rapidly changing...Contents

The banking industry is undergoing significant digital transformation as financial institutions try to solve for heightened customer expectations.

Add to that an ever-evolving regulatory landscape, increased cybersecurity threats, hybrid work scenarios, a talent shortage, and a rapidly changing market economy.Amid this complexity, where should emphasis be placed?Financial services leaders say that it should start with the employee experience, which can have dramatic and far-reaching effects, according to a recent IDC survey¹:

90% agreed that engaged employees translate to a better customer experience, higher customer satisfaction, and higher revenues.

67% said that by improving the employee experience, they have achieved a large or significant — and measurable — impact on the customer experience.

¹ IDC, “Future Enterprise Resiliency and Spending” survey, July 2021

A digital experience management approach, one that provides measurable results for continuous improvements, offers multiple benefits for financial institutions. By providing a consumer-like seamless experience for employees, banks can simultaneously meet other business objectives such as increased productivity, an improved customer experience, and higher revenues.
This e-book explores:

The similarities between employee and customer expectations

The need for seamless and personalized experiences

Why compliance and cybersecurity are essential — and must be invisible

The path to minimizing legacy technology while also modernizing IT

How digital experience management (DEM) works

The Kyndryl approach to digital experience management

Why experience-level agreements are just as important as service-level agreements

A bank’s successful journey to improved experiences