Molly Buchanan

Senior Vice President, Director, Consumer Delivery Experience Bank of Oklahoma

CX Exchange for BFSI Day 1

5:20 PM Roundtable 3 - If EX = CX, How Do Employers Creating Cultures That Retain and Perform?

Similarly to customer expectations, employee expectations are evolving faster than many organizations can keep pace with – with employers facing challenges around change fatigue, empathy fatigue and disengagement which impact both workforce performance and customer outcomes. This discussion brings together those in leadership positions to explore the employee experience strategies that are driving measurable improvements in engagement, retention and customer delivery.

- Addressing how employee experience needs are evolving in financial services

- How to create cultures where employees feel recognized, supported and celebrated

- The EX initiatives, metrics and leadership approaches leaders are seeing success in EX & CX outcomes….as well as those they've learnt aren't as helpful.

Check out the incredible speaker line-up to see who will be joining Molly.

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