09 - 10 July, 2019 | Rydges Sydney Central, Sydney, NSW

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Future Branches 2019 is Australia’s only conference dedicated to retail network transformation with case studies that focus on improving branch profitability and customer-centricity through new-age strategy, design and technology.

Exclusive Content

Past Presentation Packet

Ahead of the Future Branches 2019, we offer you some exclusive presentations from the 2017 & 2018 events. Enjoy insights from:Robert Lee, Human Centred Design Lead at NABRachel Winder, Head of Property Services, at Westpac New ZealandStephen Issa, Director, Service Centres at Service NSW

Case Studies

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.   

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...


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...