25-26 July, 2018 | Rydges Sydney Central, Sydney, NSW

Conference Day Two: Thursday, 26 July 2018

8:30 am - 9:00 am MORNING COFFEE

9:00 am - 9:10 am Opening Remarks from the Chair

Jordan Ross - Head of Branches, Credit Union Australia

Jordan Ross

Head of Branches
Credit Union Australia

9:10 am - 9:50 am Embedding Customer Centricity into your Branch Design for a Better Customer Experience

The Oman Arab Bank’s customer satisfaction score was at an all time low of 3/10. Their branch transformation strategy was aimed at improving this through retail store collaboration and effectively complementing and supplementing the online channels.. This session will look at applying human centred design principles to curate a better in-branch experience in terms of planning lay out and footfall to reduce wait times and improve the quality of service.

  • Ensuring that layout and design translates into customer appeal and satisfaction
  • Leveraging human behaviour to plan an effective layout
  • Using human centred design to up-sell and cross-sell relevant products

9:50 am - 10:30 am Leveraging Online Platforms and a Cloud Based Knowledge Platform to Integrate your Branches into the Omni-Channel Network to Drive Sales Growth and Higher NPS Scores

Martin Adlington - General Manager, Corporate Health, NIB Health Funds
NIB Health Fund is going through a long term, organization wide transformation focused on putting the customer at the centre. For the brick-n-mortar network this means, delivering a seamless experience for all existing customers and prospects, regardless of what channel the begin and/ or end their journey on. The technology is a critical success factor, having launched a cloud based knowledge system and leveraging real-time data to provide a better view of the customer to drive sales growth. Culture change is almost as important and has been the biggest challenge. This session will discuss:

  • Effectively integrating the cloud based knowledge platform and real time data analytics to better support staff and drive higher conversion rates
  • Creating a cultural movement to achieve higher NPS scores
  • The next steps in creating a truly omnichannel experience

Martin Adlington

General Manager, Corporate Health
NIB Health Funds

Entrust Datacard will present the newest industry data to illustrate the competitive state of instant issuance and advise how financial institutions should leverage this solution to benefit their business and maintain a competitive edge, including:
-       Branch Transformation Trends
-       The relevance of Instant Issuance in new age banking
-       Benefits and competitive advantage
-       Rate of adoption and consumer drivers
-       Real life implementation analyses, insights and key metrics
-       Use cases and Best practices - Physical, Digital and Self-service

Ajay Kumar

Regional Managing Director, Asia Pacific / Financial Instant Issuance & Branch Transformation
Entrust Datacard

11:00 am - 11:30 am MORNING TEA

11:30 am - 12:10 pm Leveraging Data to Plan and Design an Effective Customer Centric Branch

Your customer data provides critical insights into their movements, transactions and behaviours. Capturing this and effectively applying it to the design and upgrade of branches presents a challenge to most networks. This session will explore how you can create a strategy to do so. Learning Objectives:

  • Understanding existing data that you own and control that you can tap into to uncover key customer insights from security footage to your wifi networks
  • Embedding these into your design and upgrade plans

12:10 pm - 12:50 pm Identifying Where the Waste is in your Branch: Analyzing Gaps in Sales and Service to Optimise Performance

Richard Irving - Head of Distribution, Bank Australia
Though keeping a branch open costs a bank or credit union a lot of money, it is still the largest source of a banks revenue, considering there are more complex banking transactions that people like to do in branch like applying for a loan, opening up new accounts, or discussing retirement plans. So, a major task for today’s branch executives is figuring out how to effectively utilize branches to keep up face to face interactions with customers while keeping them profitable.

  • Reviewing time spent on activities across the branch network by employees and management
  • Identifying gaps in sales and service productivity
  • Better understand financial impacts and where corrective action may be needed
  • Drill down into specific branch groups, a single branch, and even down to the individual employee

Richard Irving

Head of Distribution
Bank Australia

12:50 pm - 1:50 pm LUNCH

1:50 pm - 2:30 pm Cross Industry Case Study: Integrating The Branch Network With Other Service Channels to Provide a Seamless Omni- Channel Experience

Stephen Issa - Director, Service Centres, Service NSW (Cross Industry Case Study)
While the physical store network still proves to be a relevant avenue for customer service and delivery, it is necessary to merge this channel with the various other customer touch-points to enable the provision of a seamless customer experience. Service NSW has under taken a complete transformation journey for customer service delivery for customers through a one stopshop model across 84 branches that blend with the contact centre and digital channels to provide a seamless experience. With customer satisfaction standing at 98% and an average wait time of 6 minutes, this case study will delve into:

  • How the physical service channel fits into Service NSW’s omni-channel experience
  • Creating a seamless customer experience across all channels
  • The power of an engaged customer centric workforce

Stephen Issa

Director, Service Centres
Service NSW (Cross Industry Case Study)

2:30 pm - 3:10 pm Finding the Optimal Blend of People and Technology for the Perfect In-Store Formula

Once a financial institutions mix of branches has been put into place (which will continually change as the market changes) banks and credit unions must focus on perfecting their in branch strategy. The best way to do this is look closely at people and technology. This session will look at staffing models that meet the changing needs of today’s customer. It will explore how new employees with an updated skillset must be hired and old employees must be upskilled. It will also look at the technology being implemented in branch needs to be updated as well. Not just the customer facing technology (ATM’s, tablets, video conferencing, digital signage) but also the back office technology that tellers are using to get their work done and streamline their interactions with customers.

  • Reevaluating your people strategy to improve your in-branch experience: Finding a suitable mix between training and hiring
  • Developing a strategy to improve and upgrade customer facing technology
  • Improving your back office processes

3:10 pm - 3:40 pm AFTERNOON TEA

3:40 pm - 4:20 pm Capturing Key Metrics and Data from Your Customers and their Journeys to Effectively Plan Branch Locations

Gareth Jude - Retail Executive, Telstra
Market intelligence and demographic data can go a long way in informing the location, size and layout of branches. This data can also help decide how a branch should be specialized based on the located it is placed in. Customers of a metropolitan branch in the CBD will have different needs than students who visit a branch on a university campus or someone from a rural town who visits a branch. Depending on the location and customers of a particular branch, the ideal branch size and space could be similar to anything from an Apple Store to a corner cafe. This session will investigate the best fit for you.

  • Understanding what current locations are the most visited and have the highest deposits
  • Revisiting branches that you find are high footprint but get little traffic
  • Evaluating metrics like walking score, foot traffic and transaction density

Gareth Jude

Retail Executive

4:20 pm - 5:10 pm Managing Security and Keeping your Assets and People Safe

Rachel Winder - Head of Property Services, Westpac New Zealand
Banks are a soft target – with the safety of its assets and staff under threat of terrorism related incidents, belligerent individuals and accidents. This session will investigate strategies and tactics to boost the security in your branch without compromising privacy of customers and quality of services.

  • Understanding the various threats to safety of staff and assets and their potential impact to business as usual
  • Weighing the risks vs. the costs of precautionary measures
  • Identifying the best precautionary measures for your risk profile and budgets
  • Ensuring safety of cash in transit

Rachel Winder

Head of Property Services
Westpac New Zealand

5:10 pm - 5:15 pm Closing Remarks from the Chair

Jordan Ross - Head of Branches, Credit Union Australia

Jordan Ross

Head of Branches
Credit Union Australia

5:15 pm - 5:15 pm END OF CONFERENCE