Richard Irving

Head of Distribution Bank Australia

Conference Day Two: Thursday, 5th November 2020

Tuesday, May 12th, 2020

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

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

2:20 PM Panel Discussion: Improving Customer Store Activity and Value in Challenging Digital and Omni Channel Environment

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

Check out the incredible speaker line-up to see who will be joining Richard.

Download The Latest Agenda