Financial Industry is currently shifting from a product economy to an experience economy. Banks now try to understand what customers are trying to achieve in their life and what their financial goals are. Financial services begins to understand their customers’ needs and start becoming an intricate part of how people live their life, rather than offering set of products and services that borrowers buy independently.
There are several ways to improve Customer Experience, and Third Party Chanel is one of the most challenging ones. Close cooperation with the Brokers channel can bring vast revenue growth, but how do you inspire the Broker Channel to stay motivated and committed?
What Will This Workshop Cover:
Leigh Provan, Head of Operation and Strategy – Retail Broker at ANZ, is a key national subject matter expert for customer projects affecting the Broker channel. Leigh has spent more than 15 years in the industry, and has been acting as a mentor to the wider Third Party team. In her day-to-day work she identifies and implements initiatives to improve overall service framework, in support of ANZ’s Retail strategy.
• Determine ways to lead example and encourage behaviors essential to the great customer experience
• Understand how to great customer experience provided though the Third Party Channel results in increased loan origination volumes
• Learn how to provide direction for Broker channel in order to keep them informed and committed