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Retail bankingSeptember 26 2023

Honing the empathic instinct

Why having the CEO answer customer calls could help banks thrive.
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Honing the empathic instinctImage: Getty Images

Remember the vision of the ‘paperless office’ that took the corporate world by storm in the Nineties? Or the work-life balance conversation that led to the idea of a four-day work week in the early 2000s? Neither of these visions materialised. Nor was technology able to achieve the vision of eliminating corporate silos.

Today, only 24% of employees in Europe, and 19% in the US, agree that they are “satisfied with co-operation between their department and other departments”, according to Gallup. This is a growing trend — but why? 

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