- How can banks ensure the correct balance between employee and customer experiences during transformation projects?
- In the face of an ageing workforce, how can banks grapple with skill gaps and allay employees’ fears of being replaced by artificial intelligence?
- What are the characteristics of a successful transformation leader, and how can employees be galvanised to innovate within and across teams?
- What are the benefits of an incremental approach to digitalisation, collating and responding to employee and customer feedback along the way?
- What steps can banks take to avoid transformation fatigue and embed cultural change over time?
Approaching change iteratively for customers and employees in banking
ABOUT THE EVENT
Digital transformations are challenging banks to embrace internal change while mitigating revenue loss due to poor customer experience. Seamless change management is critical to success. Executives are moving beyond simple cloud adoption, and instead encouraging employees to adapt to tech-powered operations, championing this cultural shift from the top.
Inside the bank, transformation leaders are navigating an ageing workforce, assessing skill gaps and guiding employees with sustained training programmes and incentives. Chief information officers are fostering cross-functional collaboration and company-wide innovation by dissolving long-standing silos. Externally, feedback loops and customer satisfaction ratings are helping to refine transformation strategies, ensuring iterative improvements, responsive product delivery, and customer loyalty.
This webinar is the second of the three-part series ‘Executing banking transformations at pace’, designed for operational and technological executives embarking on digital transformations and seeking to disrupt the traditional banking world. Hosted by The Banker in partnership with PwC, our expert panel will debate how best to upskill workforces, inspire a shift in employee and customer attitudes, and maintain momentum throughout digitalisation ventures.
KEY DISCUSSION POINTS
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Catherine Alderson
Commercial Director, FT Specialist
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