Altron Digital Business (ADB) has published a first-of-its-kind benchmark study to determine how employees experience technology across financial services industry (FSI) institutions in South Africa.
The Employee Technology Experience Index found a correlation between the technology experiences of employees and workforce outcomes such as employee productivity, job satisfaction, retention, employee net promoter score and, ultimately, customer experience and organisational performance.
The study is based on input from 385 employees across eight major banking and insurance institutions, with the aim of delivering a clear, evidence-based view for business leaders of where technology investments are driving value and where they are creating risk.
“For the first time, South African banks and insurers have access to local, evidence-based data that connects technology investment directly to workforce and business outcomes. This shifts the conversation from IT support metrics to strategic performance indicators that belong in the boardroom,” said ADB MD Craig Stewart.
Commissioned by ADB and undertaken by Lightspeed, part of the Kantar Group, the research offers distinctive insights into challenges and opportunities for South Africa’s leading financial services institutions as they modernise their technology foundations to better support employees and customers.
