Conference Day Two: Thursday, 5th November 2020

9:00 am - 9:30 am Coffee And Registration

9:30 am - 9:40 am Conference Opening

9:40 am - 10:20 am KEYNOTE SESSION: Finding The Ideal Balance Between Self-Service, Assisted Self-Service and Full Teller Service to Reduce Branch Costs

Chuck Frederick - Chief Retail Officer, Academy Bank US
When investing in a new piece of technology you need to truly think about how it can be useful for your customers. Even though, technology can vastly simplify customer journeys, it will bring no value if community does not find it useful. What is more, do your employees know how it can help service your customers? Have you found the ideal balance between self-service, assisted self-service or full teller service?

Academy Bank is all across the news in the U.S. thanks to their successful self-service implementation. They are well known on the market for having exceptional in-store staff and variety of service options available. Listen to their story to learn how they manage this highly efficient set up.

In this session learn:
  • How to tailor your service approach given the preferences of different age groups
  • How to reduce costs by leveraging technology and workforce
  • How to equip your staff members with the right skills and technology
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Chuck Frederick

Chief Retail Officer
Academy Bank US

10:20 am - 11:00 am Bank Australia Case Study: Adopting Branch Design To Changing Customer Expectations And Needs – Community Relevant Service Centre Hubs

Richard Irving - Head of Distribution, Bank Australia
Banking can be an extremely tiring and stressful experience when it comes to making important financial decisions. Bank Australia recognizes a value in providing stress-free services and adopts their branch operations accordingly. They create space where all people feel at ease while making important financial and life decision.

In this session learn:
  • How your branch design help with providing your customers with stress-free experience
  • How Bank Australia tailors their branch design according to community needs and expectations
  • How making a change in your local community make you stands out from competition
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Richard Irving

Head of Distribution
Bank Australia

11:00 am - 11:20 am Morning Tea

11:20 am - 12:00 pm KEYNOTE SESSION: MUFG Union Bank CASE STUDY: Understanding How Self Service Options Improve Your Existing Branch Network Efficiency and Set You Up to Serve More Customers

Min Yun - Director – Customer Research and Planning, MUFG Union Bank US
Self-service options start to play a more significant role these days, given that banks are trying to improve their stores efficiency while decreasing their costs at the same time. Establishing a plan to make sure customers are aware of self-service options is essential, as it increases branch capability and lets you serve more customers without a need for building new branches and hiring more staff.

MUFG Union Bank did a fantastic job with introducing variety self-service option in their network, including self-service kiosks and virtual teller machines. Learn how they promote their self-service capabilities to complement their branch operations.

In this session learn:
  • How to educate and encourage your customers to make simple banking activities via self-service channels
  • How to decrease your branch expenses by ensuring simple banking transactions are operated by self-service machines
  • How technology enabled workforce helps you serve more customers in your existing branch network
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Min Yun

Director – Customer Research and Planning
MUFG Union Bank US

12:00 pm - 12:40 pm KMART SUCCESS STORY: Understanding How Best Value For Money Builds Long Term Customer Relationships and Increases Your Branch Network Profitability

Mark Staton - Head of Creative, Kmart
Have you ever wonder what stands behind Kmart’s success story? How do they maintain tremendous foot traffic despite having several competitors offering similar products on the market? Do you know what makes them so special that their customers keep coming back to their stores? The answer is very simple: their products.

In this session learn:
  • How the most advantageous combination of cost, quality and sustainability gives Kmart recognition on the market
  • How tailoring your products according to your target market needs helps retaining existing, and acquiring new customers
  • Learn from Kmart product approach to increase your branch foot traffic and boost your sales numbers
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Mark Staton

Head of Creative
Kmart

12:40 pm - 1:40 pm Lunch Break

1:40 pm - 2:20 pm CITI CASE STUDY: Traditional Bank v Branchless Bank: How to Provide Same Quality Customer Experience and Sell the Same Amount of Financial Products?

David Zammit - Head of Wealth Management Distribution, Citi
It is common knowledge that branch network produce many costs, but not necessary enough profit. Citi Bank redefined their strategy and found an alternative for their physical branch network. Hear how they went completely online while still securing an option for face-to-face conversation through their wealth hubs.

In this session learn:
  • What are the benefits and challenges of branchless banking?
  • How to offer face-to-face interaction with customers without a branch network?
  • How to maintain recognition on the market without expanded branch network?
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David Zammit

Head of Wealth Management Distribution
Citi

Branches remain an essential part of business operations and customer-advisory functions. Between 30 and 60 percent of customers prefer to visit branches, especially for more complex transactions. However, branch is only one out of a few channels facing customers. Listen to industry leaders discussing that challenge in detail.

In this panel hear insights on:
  • How to offer speed of service, security and personal approach regardless of channel
  • How to provide exceptional customer experience across all your channels
  • How to give customers enough ways to interact with you in person and online
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Renee Jeffery

Head of Business Readiness
BUPA

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Tracey Said

Executive Manager Customer
IAG

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Richard Irving

Head of Distribution
Bank Australia

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Jose Fredes

National Property and Facilities Manager
Teachers Mutual Bank Limited

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Mark Staton

Head of Creative
Kmart

3:00 pm - 3:20 pm Afternoon tea

Interactive Discussions
Discussions will be led by subject matter experts who will facilitate an opportunity to compare and contrast your experiences and thoughts with others. You have 25 minutes to discuss each topic.

TABLE A

3:20 pm - 4:05 pm Millennials, Technology and Branch Design
Julie Steel - Manager – Stores Future Network and Design, Suncorp
Research states that in-person branch interaction is a multi-generational aspiration. Not unexpectedly, seniors (63 percent) and boomers (45 percent) are most likely to visit a branch, perhaps due to potential unfamiliarity with emerging technology and comfort with tried-and-true routines. But a significant number of early (25 percent) and late (24 percent) millennials also prefer in-person experiences.

Discuss:
  • Do younger consumers find financial management burdensome and require expert guidance
  • How to make sure your technology, design and staff are attractive to new generations
  • Are Millennials likely to make their financial decisions online
Facilitator:
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Julie Steel

Manager – Stores Future Network and Design
Suncorp

TABLE B

3:20 pm - 4:05 pm Improving Branch Network Profitability Through Strategically Located Physical Assets
Jose Fredes - National Property and Facilities Manager, Teachers Mutual Bank Limited
Finding the right spot for your branch network is one of the main challenges the industry is currently facing. Banks and retailers are concluding that in order to keep the physical assets profitable, they need to be located in spots that provide customer convince. Teacher Mutual Bank does a fantastic job in this space, opening branches in places where their target market spend most of their time.

Discuss:
  • What to take into consideration when expanding your branch network
  • How to analyze your target market profile and locate your presence based on that information
  • How self-service kiosks and ATMs cost efficiently expand your network
Facilitator:
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Jose Fredes

National Property and Facilities Manager
Teachers Mutual Bank Limited

4:05 pm - 4:45 pm Bendigo and Adelaide Bank Case Study: Collaborating With Local Communities To Expand Your Branch Network And Increase Its Foot Traffic

Andrea Johansen - Head of Future Network, Bendigo Bank
Bendigo and Adelaide Bank realized that in order to keep expanding their branch network and keeping it profitable, they need to make sure it meets local community’s needs. Based on that, they came up with different branch designs relevant to a community their support. Their branch experience is unique at each and every of their locations.

In this session, hear:
  • How to support community groups through your branch network
  • How promoting local initiatives in your branches builds trust and increases foot traffic
  • How making a change in your local community boost your brand recognition
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Andrea Johansen

Head of Future Network
Bendigo Bank

4:45 pm - 4:50 pm Conference Closing

4:50 pm - 4:50 pm End of Conference