If banks can pay so much attention to customer experience, why not take a similar approach to the people they hire and develop?
As branches evolve, technology can only go so far. Enter universal bankers, who retain the human touch and bring customer service to lofty levels.
Deploying the right mix of staff to transactions versus advice makes for a rough balancing act. Enter the powerful precision of predictive analytics.
Bank employees who buy into misbehavior can bring it down fast. But those who remain in the aftermath can help lead the comeback.
Ford’s CEO shakeup is more than a changing of the guard: It’s a signal that banking’s old guard needs to listen up.
Once limited to tellers, the float staff role can apply to a range of positions to create more efficient customer service.
For each stage of the change process, smart leaders likewise change leadership styles to maximize momentum and minimize frustration.
Adopting a universal banker model means much more than retraining or role reassigning, which is why so many banks struggle with it.