Seamless customer journeys remain a ‘holy grail’ for financial services organisations today. Yet many banks aren’t paying as much attention to employee experience and engagement, which could be the key in making sure that customer experience levels stay competitive.

Seamless customer journeys remain a ‘holy grail’ for financial services organisations today. Yet many banks aren’t paying as much attention to employee experience and engagement, which could be the key in making sure that customer experience levels stay competitive.

Co-written by Gensys and FST Media, this paper reveals how financial services organisations can increase employee engagement and experience by leveraging ground-breaking AI and smart learning opportunities, preparing their workforce for an era of persistent digital disruption.