Now I can't speak to individual employee relationships, but I can certainly say that from the institution's point of view, if you're trying to build a culture that's focused around the client, you also have to make sure the employees feel properly engaged in it. You want to have motivated employees to make sure that this works, and engaged employees. Banks very typically have very high employee engagement scores, which is a good thing. That's part of it. Banking is very much, in that sense, a very personal business. You have staff who are dealing with clients. You want to make sure that the client is comfortable. You want to make sure the client is well served. To have that, you have to have an employee who's comfortable, an employee who feels engaged and empowered. That's really important.
On June 5th, 2017. See this statement in context.