The Future Branches Summit is Australia's only event on branch and retail network evolution, designed to solve the primary challenges faced by stakeholders involved in retail strategy, branch operations, and retail network distribution.
An inside look at Credit Union of Australia’s innovative new branch model: Re-imagining the bank branch as a community hub to improve customer experience and footfall
In this article, Jordan Ross, Head of Branches at Credit Union Australia explores CUA’s reimagined branch strategy and the steps his team has taken to design a collaborative branch space that is not only improving customer engagement, but also driving an increase in footfall and sales.
Designing a new-age branch that focuses on the customer journey: A glimpse into Suncorp’s new Discovery Store
In this case study, Chris Fleming, Head of Stores Transformation and Optimisation at Suncorp shares the vision behind the ‘Discovery Store’ concept, the unique design elements that have been integrated into the space lay-out to drive a seamless customer experience and the major lessons other banks can learn from their...
Listening To The Customer: Moving Away From an Interior Design Approach to a Functional Industrial Design That Addresses Complex Customer Needs
As banks seek to reduce the high costs involved with their branch network by cutting down footprint and re-strategizing their approach towards the rapidly digitizing market, a lot of effort is being made to improve the appeal and attractiveness of the layout and design in the hopes of driving customer...
Human-Centred Design: Studying Customer Psychology and Behaviour to Tailor Branch Fit- Outs That Work
The need to become customer-obsessed and driving a business strategy that at the core seeks to address their needs and requirements has become an industry norm in the Banking sector.As the branch network is in a bid to re-instate its value to consumers, not only do the offerings of branches...
Branch Transformation – What Does it Actually Mean? The Heritage Bank Transformation Story
Branch network transformation is being looked at and undertaken by most retail facing organizations in Australia today with a varied perspective around the best practices and innovations. In this presentation from Future Branches 2017 Paul Francis, General Manager – Retail Services at Heritage Bank explores Heritage Bank’s philosophy around its...
Setting course in a disrupted marketplace - The digitally-enabled bank of the future
Today’s leading financial services companies are operating in a new and more complex environment; one where the fundamental definition of how customers experience and interact with a bank is being challenged and redefined, and leading companies face competition from a myriad of disruptors.
Whitepaper: Future of the branch Where do we go from here?
As the number of branches continually increased, more processes were centralised or even outsourced to aid the efficiency of the bank. Customer service was revolutionised by the introduction of the contact centre, effectively removing the need for phone calls from customers to be answered inbranch.These centralised functions were siloed by...
Suncorp: Evolving the Branch: Providing One-Stop Solutions for Customers
Ahead of the inaugural Future Branches Summit 2017 we chat to Medina Cicak, In-Store Delivery Advisor – Store Transformation at the Suncorp Group. Medina shares with us details of Suncorp’s branch evolution – transforming branches into stores that provide customers with a one-stop-shop for life’s most important journeys.
Banking Reimagined: Cafes not Queues
Ahead of the inaugural Future Branches Summit 2017 we explore Capital One’s revolutionary new branch model that is completely transforming the banking experience for the modern customer and delve into the benefits this model provides staff and customers alike.
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The Branch of The Future: Where Do We Go From Here?
What's the right branch model? And where do branches go from here? That depends — on your audience, your market, your retail delivery strategy, your brand position and your growth goals. About the only thing that's for certain is that there is no single "branch of the future" for everyone