Case: Training Relationship Managers at KCB Group The KCB Group, headquartered in Nairobi, Kenya, offered by KCB, data analysis skills and the ability to has 359 bank branches located in Uganda, Tanzania, connect independent pieces of information, commuRwanda, Burundi, Ethiopia, and South Sudan. In nication skills, and increased business knowledge to the last three years, the number of in-person trans- help predict customers' future needs based on past actions made at the bank branches decreased from transactions and interactions. The training program 36 percent to 12 percent as more customers relied took place online and in person at each branch. on online banking tools. The company decided it What outcomes should KCB Group collect to determine was necessary to train branch staff who served as the effectiveness of the new training program? What relationship managers so that they were better pre- the effectiveness of the new training program? pared for digital banking. Staff needed to better evalualion design should banking solutions that would meet their needs. The Sources: Based on S. Castellano, "Preparing for the New World talent development team designed and launched the of Banking," T+D (2020 Best Practices), pp. 19-20; "KCB at a Universal Relationship Manager Program. The program's focus was on improving the following: Understanding of the variety of products and services
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offered by KCB Group and how to effectively communicate them to customers.