AD: Optimising Digital and In-Store Capabilities at Bendigo and Adelaide Bank

Banking Day staff
With the rise of mobile banking options allowing services at our fingertips, retail bank branch visits have declined significantly and forecasted to drop a further 36 per cent by 2022.

Investing in branch transformation is a move that many banks are now making, and Bendigo and Adelaide Bank are leading in this space with a CX transformation project underway. To gain a better understanding into their work, we caught up with the Head of Consumer Banking and Local Connection, Nick Carter.

In this exclusive interview Nick explores:
•    Preparing the organisation for a CX transformation
•    Determining the right resources for the right market and retaining focus on the basics of retail banking  
•    Taking a human-centred design approach to tailor digital services around deeper customer needs
•    Balancing human interaction and seamless online experiences that meet customer expectations

Read full interview.

If you found the above interesting and would like to gain a greater perspective of over 14+ Heads of Customer Banking, Branch Network, Channel Planning, Group Strategy and more… come and join us at the 3rd Future Branches Summit taking place on the 9-10 July at Rydges Sydney Hotel.


Don't miss your opportunity to network with likeminded professionals leading branch and store management and discuss a roadmap to unlock the value of retail and branch transformation.

Our expert speaker line up includes:
•    Jamie Broadbent, Head of Digital and Innovation, Royal Bank of Scotland
•    Jason Stephens EGM Stores & Speciality Banking, Suncorp
•    Nick Carter, Head of Consumer Banking and Local Connection, Bendigo and Adelaide Bank
•    Miles Williams, General Manager of Customer Growth, Bupa Australia & New Zealand
•    Kristie Clarke, Director Channel Planning, Release Management and Registry Network, Service NSW
•    Nicholas Criticos, Head of Store Design and Real Estate Development, David Jones
•    Rachel Winder Head of Property Services at Westpac New Zealand Limited

View the program for a full list of speakers