Employee engagement in the financial services industry

Share Article

Juice Inc. to attend 2014 Customer Experience Exchange for Financial Services

Today’s financial services organizations know the key to competitive success lies within the customer experience—yet many are unsure how to develop a strategy truly reflective of their clients’ evolving needs.

That’s why Juice Inc., a corporate training company specializing in employee engagement, is attending this year’s Customer Experience Exchange for Financial Services in New Jersey.

An invitation-only event, the Exchange will bring together more than 70 CXOs, VPs and customer experience directors from October 7-8.

Over two days, Juice will meet with leaders from some of the world’s largest financial services organizations, to discuss their major industry challenges pertaining to customer service and employee engagement.

“What many businesses don’t realize is that great customer service is directly linked to the employee experience,” says Alex Somos, Co-Founder of Juice Inc.. “That’s why it’s crucial that organizations—particularly those in highly competitive and evolving industries like financial services and banking—take time to understand and invest in what engages, energizes and drives their employees to do their very best work.

“We are pleased to be attending the 2014 Customer Experience Exchange for Financial Services, as it gives us a platform to meet and discuss these industry pain points with business leaders, and show them how we can help with their biggest challenges.”

Two main challenges that financial organizations face today include:

1.    Employees don’t understand their impact on the customer experience.
Financial organizations struggle with ensuring their employees understand the connection between their individual work and how it affects the client.

“In the banking system, there are more people who don’t come into contact with the customer than those who do,” says Somos. “Financial services leaders are asking how they can get their employees at all levels—regardless of each person’s degree of separation to the actual client—to understand how they contribute to the customer experience. Without that understanding, employees cannot be engaged or properly focused on the end user.”

2.    Employees aren’t responding positively to “command-and-control” management.
As a new type of workforce emerges and evolves, financial services leaders are finding that their traditional managerial approach—common within an industry rife with regulations—is no longer working.

“A ‘command-and-control’ type of management does nothing to engage and energize employees,” says Somos. “But by taking on a partnering relationship with employees, financial services can help create the conditions that allow employees to flourish—and even go above and beyond the call of duty. It requires a very significant mindshift, but it is possible.”

For more information about the 2014 Customer Experience Exchange for Financial Services, visit http://www.customerexperienceexchangefsus.com/.

About Juice Inc.
Juice Inc. believes that energized and engaged employees fuel great customer experiences and better business results. Since 2003, the company has provided skills, tools, experiential learning techniques and training to help companies increase employee engagement, improve communication/conversation, create a culture of innovation, and develop their leaders for today’s modern workplace.

Juice clients come from a host of sectors including insurance, financial, retail, manufacturing, government and healthcare. Some of its clients include Yum! Brands Inc., Co-operators Life, the City of Mississauga, Genzyme Canada, PHH Arval, and D&D Automation.

For more information, visit http://www.juiceinc.com; or access the Juice Resource Centre for access to free resources on employee engagement, conversation in the workplace, innovation, and leadership development.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Lara Hall
Juice Inc.
+1 888-822-5479
Email >
Visit website