Bank Customer Experience High Performance Media and Events

In recent news, big banks have made major layoffs, with Citi laying off a total of 2,000 employees in the first three months of 2024, with other banks such as PNC Financial and Wells Fargo following suit. But this news presents a challenge, how do banks maintain a good customer experience with reduced staff? Should banks be cutting headcount or training employees more efficiently?
Bradley Cooper, editor of ATM Marketplace discussed bank layoffs in light of CX with Mack Turner, a 30 year veteran of the financial services industry and managing director of Mack Turner Marketing Consulting and Insight LLC during this episode of the Bank Customer Experience Summit Podcast.
Turner discussed a number of key topics during the interview including:
How do layoffs impact employee morale and customer service?How does this news impact smaller regional banks?How should banks be looking at branch strategy?What role does digital play in smaller banks' strategy?How should banks be training employees to deliver impactful CX?

Banks have been rethinking their branch strategies for some time. While some are downsizing their number of branches, others are renovating or constructing brand new branches. These branches need to be fully optimized to meet the needs of a changing audience. The first episode of the Bank Customer Experience Podcast explored the topic of branch renovations. Bradley Cooper, editor of ATM Marketplace, interviewed Jean-Pierre Lacroix, founder and president of design firm Shikatani Lacroix Design to learn more about how banks can discover the secret ingredients of branches to deliver the best return-on-experience for customers.
During the podcast, Lacroix addressed the following topics:
Why are banks investing in branch renovations?What primary areas are they renovating?How can they train employees properly to fit these redesigned branches?How can these branches improve the customer experience?How can managers show ROI from these branch renovations?Listen to the podcast in full above.