Change can be surprising, change can be invigorating, change can be...good for business!
Take, for example, the Huntington National Bank. Founded in 1866, it's now a $56 billion financial services organization with 690 bank branches and more than 11,000 employees in six US states.
Staff members working for the retail banking division interact with customers through a variety of channels: by phone, in traditional branches,and in convenience branches in locations such as grocery stores. Unfortunately, each channel had its... [Continue Reading]