Essential Track Day One: Wednesday, 14th October 2020


John Rolfe

Head of Elders Home Loans
Elders Home Loans


9:10 am - 9:40 am WESTPAC CASE STUDY: How Unique Customer Value Propositions Help Acquiring New Mortgage Customers From Different Target Markets

Joel Larsen - Head of Home Ownership Engagement, Westpac

The growth of mortgage industry over the past couple of years gives customers greater choice in who thy engage with. Thisincreasingly competitive landscape forces lenders to differentiate their business in order to stand out from competition. Learn how unique customer value propositions make Westpac Group highly competitive in this increasingly competitive and complex market.

In this session, hear about:

  • How Westpac Group develops different customer value propositions for each of their brands
  • How unique customer value propositions let Westpac Group meet different target markets
  • How Westpac group enhance customer experience throughout loans lifecycles 

Joel Larsen

Head of Home Ownership Engagement

9:40 am - 10:10 am Group Think : Shift In Financial Industry Model – Move From a Product Economy to An Experience Economy: Maintaining On-Going Personalized Relationships With Borrowers Pre and Post Loans Approvals

Angus Gilfillan - Chief Executive Officer, LAB 35

Despite size and business model, there is one common challenge for all lending industry: how to maintain close and ongoing relationship with a customer pre and post loan approval, in order to deliver the best customer experience. The conference will break out into different groups to give you a chance to discuss the theme with your group member. Discussion will be led by a subject matter expert who will facilitate an opportunity to compare and contrast your experiences and thoughts with other groups.


Angus Gilfillan

Chief Executive Officer
LAB 35

10:10 am - 10:20 am Break / End of Essential Track

10:20 am - 2:00 pm Are you a premium digital pass holder? Email us at for your premium digital experience kit