Podcast: How to Empower Employees and Create a Culture of Change
The financial services industry has largely begun to undertake the work of transforming their customer experience model from physical branches to their digital experience, to at least some degree. However, to get the most out of these intensive projects, transforming the people who work in banks and how they work is just as critical as your app, your branch design, and marketing campaigns. When people are included in transformation, not only do financial brands get a better end result when it comes to the customer experience, but they’re better poised to fend off incoming disruptors.
SLD recently sat down with EJ Kritz, EVP of Training & Customer Experience at ath Power Consulting, to discuss why financial brands need to take as much care with transforming their people practices as they do with every other part of their business.