In this interview with IDC Analyst Connection, David Potterton, Vice President, Global Research for IDC Financial Insights, discusses how employees remain a key but often underutilized resource for all financial institutions. Utilizing workforce management tools and technologies allows institutions to optimize the untapped opportunity their employees represent, not only to reduce cost and increase profitability, but also to drive innovation around products and services. This presents significant opportunity for forward-thinking financial institutions to gain a leadership position in the marketplace.