09 - 10 July, 2019 | Rydges Sydney Central, Sydney, NSW

Conference Day Two: Wednesday, 10th July 2019

8:30 am - 9:10 am Coffee & Registration

9:10 am - 9:20 am Conference Opening

9:20 am - 10:00 am How Bupa is Driving an Omnichannel Experience as Part of a Wider Branch Strategy and Utilising to Drive Foot Traffic and Loyalty

Customers today are now expecting seamless services over all touchpoints including online and in stores. With the increase of technology, it has never been easier to have everything in your pocket and accessing crucial services easily and readily. Bupa is enabling this technology ecosystem while focusing on real interactions where employees and contact centres are capable and empowered to help customers.

  • Implementing an effective omnichannel strategy to give customers flexibility and support customer centric innovation
  • Leverage data and insights collected throughout the customer journey to create a seamless, personalised journey
  • Building value to improve satisfaction and reduce costs through understanding contact centre experience
Miles Williams, General Manager of Customer Growth at Bupa Australia & New Zealand

Miles Williams

General Manager of Customer Growth
Bupa Australia & New Zealand

10:00 am - 10:40 am How Service NSW is Achieving a 97% Satisfaction Rating and the impact of Digital Transformation

In early 2019 Service NSW will open the doors on a new retail concept store in Woy Woy. In developing the store concept Service NSW considered new CX design principles. The store will be cashless and will test new technology products.

In this Session…
  • Encouraging customers back in stores with 800 interactions at the site each week
  • Delivering a revolutionary customer service which compliments other service centres
  • Creating a seamless journey and providing a variety of options for customers to transact
  • Catering to local needs now and in the future through listening to customer feedback
Kristie Clarke, Director Channel Planning, Release Management and Registry Network at Service NSW

Kristie Clarke

Director Channel Planning, Release Management and Registry Network
Service NSW

10:40 am - 11:10 am Morning Tea

11:10 am - 11:50 am Panel Discussion: Branch Innovation: How to Maintain and Scale Your Future Branches

Nearly 60% of traditional banking products are still being sold in the branch, demonstrating the value that they bring. Banks and credit unions need to reimagine the concept and purpose of future branches and the role they will play in a digital world.

Panellists will discuss:
  • Ensuring the technology and design and be replicated through all branches
  • Listening to the customers and adapting to their tastes, preferences and geography
  • Focusing on an omni-channel experience to connect with customers on all touch points
  • Establishing long term strategy by debating appropriate store formats in rural, suburban and metropolitan areas
Catherine Williamson, Group Strategy Manager at Country Road Group

Catherine Williamson

Group Strategy Manager
Country Road Group

Jason Stephens, EGM Stores & Speciality Banking at Suncorp

Jason Stephens

EGM Stores & Speciality Banking

11:50 am - 12:30 pm Hi Tech Hi Touch: Kiwibanks’s Digitally Interactive Services and Self Automated Technologies For An Enhanced Branch Experience

We are now heading in the era of digital interaction as consumers move away from traditional branch visits to more mobile transactions. They prefer to do easier and transactional services through digital capabilities, however still prefer to speak to someone for more complex queries. This means that branches still play a crucial role to help with these transactions.

  • Using technology to enhance the branch experience and be more flexible to reflect how customers operate
  • Facilitating branches to educate and drive for innovation for safe, secure transactions anywhere at any time
  • Simplifying banking transactions using self service facilities to offer easy and accessible solutions that are tailor fit to customer preferences
  • Exploring the role of contact centres to become personal bankers and evolve service offering


12:30 pm - 1:30 pm Lunch Break

1:30 pm - 2:10 pm Citi’s transformational branch strategy

how we are digitising traditional branch services and moving our branch footprint to a wealth hub model. And, how does what Australia’s doing compare to the rest of the world?

Citi is embracing the era of digital transformation and moving traditional branch services online to adapt to changing consumer behaviours with more than 95 per cent of its transactions occurring outside branches. The branch network remains an important component to serve high-net worth customers as part of a vision for the company to create an "end-to-end digital bank".

  • Optimising the branch network by morphing branches into wealth and advisory centres and demonstrating commitment to digital banking by investing in the channels customers prefer to use
  • Developing a more personal connection to the bank through working with a relationship manager, when you need
  • Building a truly end-to-end digital bank the delivers best-in-class customer experiences with speed and simplicity, in a personalised context

2:10 pm - 2:50 pm How Suncorp’s One Marketplace model Bridges Multiple Brand Propositions Through A Unified “Stores” & Digital Channel Experience

Suncorp Group has been focused on offering a more comprehensive yet simplified experience to its customers by bringing 5 separate business lines under one banner and experience. In this session Jason shares how stores are a crucial cog in the delivery of this experience in a digital environment, specifically by outlining some initiatives undertaken around:
-          Flipping customer service from a selling of products to the delivery of key customer milestones
-          Bringing forward a seamless omni-channel experience & overcoming challenges with data in delivering this
-          How Suncorp stores are acting as a one-stop-shop service in the omni-channel experience to improve multi-brand education and uptake
-          Innovating the store experience by experimenting with retail concepts
Jason Stephens, EGM Stores & Speciality Banking at Suncorp

Jason Stephens

EGM Stores & Speciality Banking

2:50 pm - 3:20 pm Afternoon Tea

3:20 pm - 4:00 pm How Australia Post is Evolving the Post Office Through a Segmentation Strategy to Target Different Demographics

Foot traffic may be down in Australian post offices however, Australia Post is maintaining a strong nationwide retail presence through transforming their business and reinventing themselves to suit the needs of the modern customer. By getting the right services to the right customers, whether they are in metro, rural or regional stores, they are driving that traffic back.
In this Session:
·         Enhancing the role in the community and consumers through the Australian post network though developing the services offered
·         Utilising the segmentation strategy to focus their products to specific demographics for a profitable store
·         Fulfilling both the commercial and community obligation that is unique to Australian Post
·         Partnering with banks and providing services on their behalf in areas where it might be challenging for customers to access

4:00 pm - 4:00 pm Conference Closing