Why are engaged front-line employees important for financial institutions?

The banking industry has been undergoing a massive digital transformation with strong emphasis on customer experience. When the Covid-19 pandemic struck, it lifted employee engagement to the top of the banking leaders’ agendas.

SeeEverything's survey of banking leaders identified two primary reasons for why engaged employees are important: 1) they deliver better customer experience, and 2) they are more likely to stay in the organization.

There were three secondary reasons why banking leaders said engaged front-line employees are important. Those reasons were impact on company culture, productivity, and revenue.