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Banking on Experiences During a Crisis–and Beyond

The Story: The McKinsey recent financial services report opening salvo emphasizes the current critical role of banking, stating: “The last time there was a global crisis, banks were widely perceived to be a big part of the problem. This time around, banks are central to the solution.” The report goes on to explore how vital both employee and customer experience are to ensuring successful pivots during times of crisis. 

The Takeaway: It’s always the right time to do the right thing. And now more than ever, investing in both employee support and helping members and customers make the most of digital and physical channels can become a true competitive advantage with long-term payoffs.