Exclusive Content

Bendigo and Adelaide Bank’s CX Transformation: Optimising Digital and In-Store Capabilities

Bendigo and Adelaide Bank’s CX Transformation: Optimising Digital and In-Store Capabilities

Investing in branch transformation is a move that many banks are now making, harnessing new technological and digital capabilities to ultimately enhance customer experience and in-store service offerings.


Bendigo and Adelaide Bank is in the midst of such a transformation, aspiring to set their branches apart by actively engaging the local community with strengthened digital and human interactions. Ahead of Future Branches 2019, we caught up with Nick Carter, Head of Consumer Banking and Local Connection as Bendigo and Adelaide Bank to learn more.

Innovating the In-Store Experience: Optimising Branch Design and Capabilities to Improve Customer Service and Engagement

Innovating the In-Store Experience: Optimising Branch Design and Capabilities to Improve Customer Service and Engagement

Transforming your branch design and capabilities is at the heart of delivering more personalised, satisfying experiences for your customers. Implementing strategic in-store layouts and fusing value-added technology with physical elements for seamless, differentiated customer experience, we take a look at two banks that are driving the trust back into branch banking, ahead of Future Branches 2020.

Presentation Packet -  Future Branches 2020

Presentation Packet - Future Branches 2020

Ahead of Future Branches 2020 we take a look back at some of the highest rated presentations from 2019. Explore exclusive insights from: Bendigo & Adelaide Bank, Bank Australia and mBank.:

  • 'How Bank Australia is evolving it’s Distribution Strategy with the Customer Experience in Mind' - Richard Irving, Head of Distribution,  Bank Australia
  • "How does a bank recognised for building shared value with communities via its physical branch network remain relevant and sustainable as technology sees many banks moving steadily away from the High Street?"  - Nick Carter, Head of Local Banking (Retail),  Bendigo & Adelaide Bank
  • "The business value of digital education in branches" - Piotr Sobiczewski, Head of Branch Strategy & Digital Branch Transformation, mBank S.A 


Download to learn more.