Conference Day One: Tuesday, 25 July 2017

8:30 AM - 9:00 AM Coffee And Registration

9:00 AM - 9:10 AM Conference Opening – Remarks from the Conference Chairperson

Disruption and digitization in the banking landscape has caused a shift of volume of transactions from a traditional cash-based model to an increasingly cash-less, digital economy. With 65% of bank transactions taking place online today, the branch network grapples with the challenge of maintaining service relevance for its customers. While bank customers frequently use online banking for prospection and access to services, 65 percent of them use the branch to fix problems. This session addresses:
• Why the traditional branch can no longer service the needs of today’s digital customers
• Understanding the differing needs and expectations of the modern customer and how they might evolve over time
• How the branch network can evolve its role & relevance and tie into the digital banking strategy of the future


Steve O’Shea

General Manager – Customer Sales and Service
TSB Bank (NZ)

Paul Francis

General Manager - Retail Services
Heritage Bank

Steve Hollow

Senior Manager - Distribution Strategy
Insurance Australia Group

9:50 AM - 10:30 AM Suncorp Case Study: Evolving Branch into A Retail ‘Store’ Model Providing One-Stop Solutions For Customers

Chris Fleming, Head Of Transformation and Optimization, Suncorp Group
Suncorp has garnered a lot of attention over the last few months, having evolved its branch network into ‘stores’ modelled on lessons learned from retailers about addressing customer needs.

This session will provide you an insight into this first-of-its-kind initiative that is modelled to look beyond the provision of banking services and provide an avenue to enable customer goals and dreams.
• Framework of 6 customer journey’s which can cause pain points based on demographic behaviours and needs
• Leveraging Suncorp’s network of brands to provide multi-branded service and product solutions
• How to create a space where all banking products and services are provided, however with a teller-free environment
• Focusing on customer needs by hosting add value initiatives that improve customers trust and financial literacy, ensuring customers are making the right choices (financial wellbeing)
• Tying up with third-parties to provide a complete solutions package that assists the customer to achieve his goals and dream

Chris Fleming

Head Of Transformation and Optimization
Suncorp Group

10:30 AM - 11:00 AM Speed Networking

11:00 AM - 11:30 AM Morning Tea

11:30 AM - 12:10 PM Addressing Barriers to Innovation Through a Branch Service Evolution Strategy That Resonates With Digital Customers

Gareth Jude, Retail Industry Executive, Telstra
While all the banks today are developing comprehensive plans to innovate their branch network, a common stumbling block comes in the form of bureaucracy and compliance commitments which inhibit efficient execution and may lead to loss of connection with customers. This case study will delve into Telstra’s research into this aspect across the Australian and international markets and draw upon lessons from the successful execution of its flagship branch to provide insights into:
• Overcoming red tape and bureaucracy with traditional banking structures to foster an agile, innovation-driven culture towards branch service innovation
• Why banks must change their perception of the branch from a service execution endpoint to a model creates browsing and cross-selling capabilities
• Understanding the 3 key components that drive branch service relevance with customers – engagement, blending of digital and physical capabilities and service duality that enables an enjoyable yet swift experience in-branch

Gareth Jude

Retail Industry Executive
Leading banks across the globe are transforming their customer experience through digital and branch networks. Many financial organizations are transitioning to an “omni-channel” strategy, which incorporates instant issuance as a complement to their traditional, centralized card issuance model. They can simply integrate instant issuance of physical or digital card into their existing infrastructure to launch digitization of services without making a large investment of money or resources.
Instant issuance is growing significantly and more financial institutions than ever are offering the solution to customers and customer experience and revenue benefits are driving this growth.
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:
Ø Branch Transformation Trends
Ø The relevance of Instant Issuance in new age banking
Ø Benefits and competitive advantage
Ø Rate of adoption and consumer drivers
Ø Real life implementation analyses, insights and key metrics
Ø Use cases and Best practices

Ajay Kumar

Regional Managing Director, APAC – Financial Instant Issuance & Branch Transformation
Entrust Datacard

12:50 PM - 1:50 PM Lunch Break

12:10 PM - 12:50 PM Branch Transformation – What Does it Actually Mean? The Heritage Bank Transformation Story

Paul Francis, General Manager - Retail Services, Heritage Bank
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. This session will take a step back and run you through Heritage Bank’s philosophy around its retail network transformation to answer some key questions around:
  • Why undergo a branch network transformation, what does it mean, and what are we trying to achieve?
  • What is important in design and technology?
  • How do branches and branch transformation fit with the organizations digital journey?
  • Is it all about design and technology, or is people and leadership really the key?

Paul Francis

General Manager - Retail Services
Heritage Bank

1:50 PM - 2:30 PM KEYNOTE SESSION: Associates First Model - Empowering The Branch Staff to Drive A Customer-Centric Service Strategy That Incorporates Consumer Feedback

Shaun Rowley, Senior Director of Capital One Cafés, Capital One (USA)
While a lot of capital is being spent by banks to revamp and modernize the branch environment for its customers, it is important to develop a solid brand identity that resonates and stays with the customers throughout their financial journey. With the digital channels making it challenging to enable deeper conversations with the customer, Capital One has taken on their transformational journey through a unique, café-style model that enables the bank to have meaningful conversations with the customer and build a flourishing relationship. Not only that, this transformation strategy is driven by ‘associates’ who are key to breaking these conversations and driving customer-centric service evolution.
• How Capital One leverages the café-style model to create a stand-out visual brand identity within branch environments that enables deeper conversations with the customer
• Empowering tellers as ‘Associates’ that lead customer-centric conversations and strategy to build consistent propositions across the physical network
• Incorporating customer feedback into the service evolution strategy through focus groups, etc.

Shaun Rowley

Senior Director of Capital One Cafés
Capital One (USA)

3:10 PM - 3:40 PM Afternoon Tea

3:40 PM - 4:20 PM Cross Industry Case Study: Integrating The Branch Network With Other Service Channels to Provide a Seamless Omni-Channel Experience

Tim Bostock, Director - Service Centers, Service NSW
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-stop-shop model across 74 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

Tim Bostock

Director - Service Centers
Service NSW

4:20 PM - 5:00 PM Think Tank: How Might RPA And AI Revolutionize The Branch Service Game?

5:00 PM - 5:10 PM Conference Closing – Remarks from the Conference Chairperson

5:10 PM - 5:10 PM Networking Drinks