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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

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

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 branch transformation journey to date.