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