In this project, Lotem supported and implemented a change process at a leading bank, involving the integration of the change processes and new service model into a comprehensive training program.

The Challenge

The digital transformation experienced by banks in recent years has had its impact on customers, but no less on the banks themselves. Moreover, it touches upon issues of professional identity and role perception.

The Solution

Within the framework of a major process led by the bank, we participated in the introduction of digital channels for use by the bank staff, and consequently by their customers. The implementation process impacted several levels: Training of instructors within the organization, formulation of a logical training plan and preparation of advanced learning materials, service skills acquisition and leadership of cross-country “New Approach” workshops.

About the Author

Vered Berkovich