How Engaged Employees Improve Banking's Customer Experience

Many banking organizations have a "voice of the customer" program for capturing insights via surveys and such other signals as speech analytics and digital behaviors. Many have also implemented a "voice of the employee" program relying on similar signals. Yet few bring these together in a meaningful way. They are missing an opportunity. Business units with top quartile employee engagement see customer ratings that are 10% higher compared to units in the bottom quartile, according to a Bain & Co. survey from 2016.