Business banking relies on a specialised, highly skilled professional frontline to build relationships and develop the deep customer insight that enables them to deliver value a keep customers both loyal and profitable. Such a professional frontline relies upon seamless support from credit and other product specialists and service staff, to make a competitive business banking proposition really come to life. The challenge is that these critical skill-sets are rare and long in the making.
We’ve been able to enable several thousand business bankers and allied banking staff to become far more expert far more quickly than they otherwise would have. And we’ve been able to produce data that shows how those changes translate into better sales, service, client retention, and portfolio profitability. Business banking executives are looking for the kind of bankers and staff who can shape a superior customer experience, because they have deeper financial and business insight, they have more business acumen, better banking solution building capability – and they know how to harness all the value that a universal bank can provide – profitably.
We use behavioural science to shape just those kinds of bankers: A-players who build deeper relationships, transactional support bankers who understand the customer experience that keeps customers, credit specialists who understand risk and reward, the list goes on. You can pretty much name it. It works, and we’ve proven it. And, of course, we use digital learning enablement wherever possible, to increase reach and impact while reducing costs.