Online banking and self-service options for customers free branch workers to focus on business development. Employees will need to step up to the challenge or they'll be left out.
The advent of self-service apps has reduced the frequency of customer-employee interactions at banks, but that just makes face-to-face time all the more valuable.
Research and consumer surveys aren’t the only tools to help banks understand what they need to do. Friends of executives can provide honest feedback as regular customers.
