Banking on Experience: A Seamless Approach to Improved Employee and Customer Experiences



Digital workplace and banking

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


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