Front-Line Staff Engagement Strategies for Driving Outstanding CX and Growth

What is your organization doing to improve employee engagement? How would you rate your organization’s visibility into staff behaviors in customer interactions?

What coaching methods are you deploying to improve sales and service excellence, and employee retention?

These are among the questions posed to banking leaders to gain insights about improving employee engagement and its impact on CX and growth.

Banking leaders intuitively know that engaged employees deliver better customer experience, they are more likely to stay in the organization, and they have greater impact on sales and service performance.

So, why are majority of banks and credit unions still struggling with improving employee engagement? Is it because digital-first initiatives in banking are making front-line engagement less of a priority? Is there an over-focus on customer experience without first addressing employee engagement? Or are the employee engagement methods like surveys, wellbeing programs, and traditional coaching methods driven primarily by HR insufficient to “move the needle”?

To be a leader in front-line employee engagement, a financial services organization needs to have high visibility into staff behaviors in customer interactions. Frequency and quality of the observations are critical for developing and reinforcing the successful behaviors.

The ability to capture and track on-going coaching interactions and to link those actions to business performance improvement are also paramount. Observational coaching programs that are driven by line-of-business leaders in collaboration with HR and CX teams will drive the quality of customer interactions, employee engagement, and business performance.