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— Supporting the Transformation
early and often, and detail any training needed to support clients and employees throughout the changes. “In any big initiative, the focus is on the communication, change management, and training to make it successful,” Merfen comments. Taking the time to develop a detailed employee and client communication plan thoughtfully is paying off. “We also leveraged outside resources to augment and help us with training, communication, and onboarding to prepare and support our team and clients,” shares Merfen. — Learning from the Experience After undertaking the digital transformation experience thus far, Jana has insight for others facing similar initiatives. “Whatever your business, spend time and invest in building relationships and talking with your teammates and clients. When I first joined the bank, I spent a lot of time meeting with our markets and the leaders in each area to really listen and understand areas of opportunity,” advises Merfen. “That’s the biggest lesson – spend more time listening and understanding. It’s the first step before you attempt to make any change,” she adds. She believes emphasizing the company’s mission and values is critical to moving initiatives forward successfully. “Our mission is to serve our clients in extraordinary ways and anticipate their needs with outstanding products and services,” reveals Merfen. Likewise, the CrossFirst Bank culture
unifies employees by focusing on four values that define their approach – character, competence, commitment, and connection. “Our team works together to support our clients and strategy by upholding this concept of one team, one bank, with a shared vision,” expresses Merfen. Lastly, Jana believes team unity and trust are critical to achieving any initiative, particularly complex digital transformations. She encourages teams to celebrate success along the way. “I personally write thank you cards to my teammates to show appreciation for their work. These initiatives are long and challenging – it’s so important to communicate the wins and accomplishments internally with the team and the broader organization,” Merfen declares. Keeping the team aligned and focusing on the mission allows CrossFirst to support clients with a new digital banking platform that will enhance their experience and further the mission of delivering extraordinary service.
No transformation is possible without people. Recognizing the importance of the team doing the work, CrossFirst makes a concerted effort to invest in and communicate to the employees driving change. “We’re focusing on talent and technology. Those are our top two key areas of investment across the entire enterprise, and we’re investing in the best people,” Merfen describes.
Percent of Americans over 65 years of age who believe employees should always exceed expectations at work. 82 % Percent of Americans between ages 18 to 29 who believe employees should do only what they're paid for - not more, not less. 65 %
Percent of U.S. workforce who are considered "quiet quitters."
50 %
Number of #quietquitting video views on TikTok. 97 . 6 Million
47 Million
‘‘
In any big initiative, the focus is on the communication, change management, and training to make it successful.”
The number of U.S. workers who voluntarily quit their jobs in 2021.
– JANA MERFEN
Perhaps equally important, the organization views digital transformation as a business initiative, not just a technology initiative. “We have an incredible culture here, and we’ve always had strong collaboration in getting the right team members involved. This is one of the more significant initiatives we’ve taken on in the last few years, so the company recognizes the importance of that,” elaborates Merfen. One of the critical components to approaching such a large initiative is communication, both to internal employees and external clients. Jana and the team intentionally share the impact of changes, communicate
62 20 % %
5
Percent of female U.S. employees who always or very often feel burned out at work.
Percent of employees who are willing to go the extra mile if their manager ranks low in balancing business needs with employee needs.
34 %
%
The pay increase 40% of workers would take to leave their current employer.
ABOUT CROSSFIRST BANK CrossFirst Bank offers business and personal banking services for clients in Kansas, Missouri, Oklahoma, Texas, and Arizona. Their vision is to be the most trusted bank in the market by making and keeping their promises while serving people in extraordinary ways.
7.8
$
Trillion
Percent of employees who are willing to go the extra mile if their manager ranks high in balancing business needs with employee needs.
Percent of male U.S. employees who always or very often feel burned out at work.
26 %
Amount of money that unhappy and disengaged workers cost the global economy in lost productivity.
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