ENGAGE Volume 3: Empowering Employees for Operational Efficiency

How to Navigate the Challenges of Turnover & Technology in Financial Services

Financial institutions are in a tricky spot in 2024. On one hand, customers are demanding all the speed and convenience of modern automation in their customer banking experiences; on the other, they want the warmth and personalization that comes with human interaction.

High turnover and higher expectations have spread human agents thin — making it difficult for even the most experienced employees to keep up. When they can’t, stress spikes on both sides of the interaction, and both employee and customer experience is in jeopardy.

Powered by insights from our survey of over 1,700 banking customers and over 300 banking leaders, this report unpacks the question: How can financial institutions navigate the dual challenges of high employee turnover and the rapid adoption of new technologies — specifically AI and virtual assistants — to empower employees and enhance customer engagement?