The future of banking


The future of banking

The employee experience (EX) imperative

Since the Global Financial Crisis (GFC) bankers have been in fire-fighting mode, tackling one crisis – sometimes existential – after another, including liquidity, solvency, and alleged misselling, money laundering, benchmark manipulation and sanctions-busting.

Employee experience in banking

Over the past decade, the expectation for personalised experiences has permeated beyond the customer sphere and entered the employee sphere, giving rise to employee experience (EX). Delivering a best-in-class EX, by redefining talent management, is a preeminent corporate priority for banks – and the COVID-19 pandemic is heightening its importance.

After surveying over 2000 financial services employees we explore the key EX challenges faced by banks and set out how banks can transition to a best-in-class EX. By delivering a best-in-class EX, banks can increase by four times their profit per employee than those that don’t.

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