The banking industry is undergoing significant digital transformation as financial institutions try to solve for heightened customer expectations, an ever-evolving regulatory landscape, increased cybersecurity threats, hybrid work scenarios, and a talent shortage — as well as the rapidly changing market economy.

Amid this complexity, where should emphasis be placed? Business leaders say employee experience, and the stats back this up. According to a recent IDC survey[1]:

• 90% agreed that engaged employees translate to a better customer experience, higher customer satisfaction, and higher revenues.
• 67% said that by improving the employee experience, they have achieved a large or significant — and measurable — impact on the customer experience.

A digital experience management approach, one that provides measurable results for continuous improvements, offers multiple benefits for financial institutions. By providing a consumer-like seamless experience for employees, banks can simultaneously meet other business objectives such as increased productivity, an improved customer experience, and higher revenues.

This e-book explores:

• The similarities between employee and customer expectations
• The need for seamless and personalized experiences
• Why compliance and cybersecurity are essential — and must be invisible
• The path to minimizing legacy technology while also modernizing IT
• How digital experience management (DEM) works
• The Kyndryl approach to digital experience management
• Why experience-level agreements are just as important as service-level agreements
• A bank’s successful journey to improved experiences

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[1] IDC, “Future Enterprise Resiliency and Spending” survey, July 2021