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Event Guide | Loan Origination & Experience 2020

With Open Banking, new disruptive entrants and ongoing regulatory changes at play, loan origination success witnesses a shift from product-centric strategies to ones centred around customer experience. As a result, traditionally stable market share is now in open play and bus ...

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Optimising the Customer Loan Journey: How Suncorp and UBank are Harnessing Simplicity and Integrity to Deliver Great Customer Experiences

Ahead of the 15th Annual Loan Origination & Experience Summit 2020, we take a look back at how UBank and Suncorp were ensuring simplicity and integrity to drive customer-centric services and improve customer experience. Harnessing technological innovation an ...

Diversifying Growth: The 3rd Asia Pacific Alternative Finance Industry Report

Ahead of the 14th Annual Loan Origination Summit, we present you this industry report, authored by Ian Pollari from KPMG Australia. This study, based on a survey of over 1,000 online alternative finance companies across the Asia Pacific, including Australia, reveals that the Australian alternativ ...

Loan Origination & Experience - Presentation Packet

Ahead of Loan Origination and Experience 2020, take a look back at some of 2019's highest rated presentations. Featuring insights from:Regional Australia BankUBankCredit Union Australia

[Industry Report] The State of Loan Origination 2020: It's all about CX

In Australia, a new legislation on consumer data rights, paving the way for the introduction of Open Banking, has been passed. The new rules allow consumers to have more freedom to share their account data with third party fintechs and challenger banks. Because of this legal foundation, expec ...

Rising Above the Competition: The Westpac Formula for Loan Origination Success

Joel Larsen, Head of Customer Engagement, Home Ownership at Westpac spoke to IQPC ahead of the upcoming 15th Annual Loan Origination & Experience Summit 2020, Australia's longest running and only event dedicated to Loan Origination & Experience happening on 18-20 May 2020 at Pullman Hyde ...

Case Studies & Snapshots

[Suncorp] Developing New Ways to Provide a Superior Customer Experience

Ahead of the 13th annual Loan Origination Excellence Summit 2018 we chat to Brett Walker, Manager of Home Lending and Customer Lifecycle at Suncorp. In this indepth Q&A Brett shares with us details of Suncorp’s transformation programme and explores how this programme is optimising the loan origination process by creating...

[Ubank] RoboChat: Australia’s First Home Loan Virtual Agent

Ahead of the 13th annual Loan Origination Summit 2018 we caught up with Elisabeth Hurley, Senior Digital Lead at UBank, one of Australia’s leading digital only banks. As the digital product manager for online origination at UBank Elisabeth is tasked with creating simpler, smarter onboarding experiences for home loan customers....

[Bankwest] Technology Innovation the main driving force for customer satisfaction

Ahead of the Loan Origination Excellence Summit 2018 we take a look at this report by CIO, Avoka and Bankwest that explores the opportunities technology innovation and integration provides financial institutions in providing their customers with a superior customer experience. 

[Multi-Case Study] 5 Leading Lenders: Enhancing Loan Origination Processes to Improve Customer Satisfaction

With neobanks and alternative markets on the rise, offering faster, tailored experiences, the need to stay ahead of the game is even more pressing. So how do you stand out from the pack and retain competitive edge? Ahead of the Loan Origination & Experience Summit 2019, we take a look...

[NAB] Leveraging Customer Insights to Streamline Loan Application Journeys: Enhancing Digital Loan Services

Ahead of the 14th Annual Loan Origination Summit 2019, we spoke with Emma Hounsell, Head of Leads & Specialised Programs at NAB about their most recent experiment and how it’s enhancing their customer engagement and retention by creating a unified platform. Partnering with, Australia’s #1 place for property, NAB...

Past Presentations

Using Pathway Analytics to Understand Changing Customer Behaviours, Patterns and Their Journey

In this presentation from Loan Origination & Experience 2018, Patrick McQuaid General Manager of Customer Data & Analytics at NAB covered:Using a pathway approach to gain a more insightful and holistic understanding of customers characteristicsLeveraging customer behavioural differences to create a personalised application processCreating a clearly defined strategy to maximise the effectiveness of different channels

Managing Customer Engagement in an Uncertain Environment: Considering the Impacts of Tightening Regulatory Requirements

In this presentation from Loan Origination & Excellence 2018, Brett Walker Manager – Home Lending Customer Lifecycle at Suncorp Group covered:Pricing & ProductsOrigination processes and settlement forecastingCredit policyExisting customer propositions & experience

When Collaboration Hits: How Lenders can Prime Themselves Now for Open Banking and CCR For Improved Transparency and Customer Centricity

In this presentation from Loan Origination & Excellence 2018, Clayton Howes, CEO at MoneyMe covered:The implications of open banking and CCR for both smaller fintechs and larger traditional lendersHow a customer-centric, technology-driven model is the key to survivingThe importance of maintaining brand integrity throughout the transformation process

Excellence in Digital, Customer-Led, Loan Onboarding

In this presentation from Loan Origination & Excellence 2018, Dr Christopher Wooldridge, Senior Pre-Sales Consultant at Avoka covered:How does the experience offered by Australian banks compare to their North American and European peers?What do digital customers expect by way of an excellent onboarding experience?How is mobile shaping digital service design and how will the biometric devices embedded...