Customer & employee experience, two sides of the same coin



Retail Banking


What if customer experience alone is not enough? What do your employees think and how can you leverage their experience?

The customer has taken a central place in the strategy of companies in all sectors.

With the digitalisation of usage, the customer journey is becoming more complex and the interactions between a brand and its customers are becoming more diverse across different channels.

Yes! Satisfaction surveys are a gold mine for finding sources of improvement in processes, customer journeys, internal organisation, etc.

But aren’t we missing out on a treasure that is right in front of us? Your employees!


Related publications


Remote Customer Relations: the levers of transformation

  • Distribution
  • Retail Banking

“Remote Client Relations” in Retail Banking goes beyond the historical challenges of optimising distribution costs by allocating resources according to the commercial potential of the targeted client base. It is now becoming a challenge of relational promise in its own right with ambitio