Media Center

Investing in branch transformation is a move that many banks are now making, harnessing new technological and digital capabilities to ultimately enhance customer experience and in-store service offerings.

Bendigo and Adelaide Bank is in the midst of such a transformation, aspiring to set their branches apart by actively engaging the local community with strengthened digital and human interactions. Ahead of Future Branches 2019, we caught up with Nick Carter, Head of Consumer Banking and Local Connection as Bendigo and Adelaide Bank to learn more.

Transforming your branch design and capabilities is at the heart of delivering more personalised, satisfying experiences for your customers. Implementing strategic in-store layouts and fusing value-added technology with physical elements for seamless, differentiated customer experience, we take a look at two banks that are driving the trust back into branch banking, ahead of Future Branches 2020.

Ahead of Future Branches 2020 we take a look back at some of the highest rated presentations from 2019. Explore exclusive insights from: Bendigo & Adelaide Bank, Bank Australia and mBank.:

• 'How Bank Australia is evolving it’s Distribution Strategy with the Customer Experience in Mind' - Richard Irving, Head of Distribution,  Bank Australia
• "How does a bank recognised for building shared value with communities via its physical branch network remain relevant and sustainable as technology sees many banks moving steadily away from the High Street?"  - Nick Carter, Head of Local Banking (Retail),  Bendigo & Adelaide Bank
• "The business value of digital education in branches" - Piotr Sobiczewski, Head of Branch Strategy & Digital Branch Transformation, mBank S.A 

Download to learn more.

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. 

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.   

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.

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 product and customer segments to improve efficiency within the bank, but ultimately resulted in the spread of customer data across different systems.

Read more in this exclusive whitepaper from Tememos

Across the world, banks’ physical branch networks are being impacted by trends including the shift to digital transactions, customers’ continuing demand for a “human touch” and consumers’ rising expectations set by other retail experiences. But while the pressure will continue, the best response isn’t to cut back towards zero branches. This whitepaper from Accenture suggests that what’s needed is to turn traditional branches into “experience stores”: an agile, integrated network of environments that are multi-format, geographically-tailored and digitally-enabled.

Want to fast track your attendance to Future Branches 2019? It's easy! Simply fill in the registration form and email back to registration@iqpc.com.au