Head Of Transformation and Optimization
9:00 AM Suncorp Discovery Store
Suncorp’s new Discovery Store which opened its doors in December 2017 has been designed to treat its customers to a unique experience. The first of its kind in Australia is designed to be a destination for customers, where they can access end-to-end solutions tailored to their life events. It draws on all of Suncorp’s brands as well as our innovative third-party providers. Discovery Store delivers an immersive retail journey, where visitors can attend events, interactive workshops and explore solutions tailored to their life goals. The store lay-out has been designed with a range of flexible spaces and interactive digital tools, built around a central amphitheatre.
Each month the entire space is transformed to deliver a brand-new customer experience, with innovative product showcases, guest speakers and workshops focused on improving financial wellbeing.
The tour will focus on:
- Understanding how to create a community hub where customers can gather and learn about products and financial well being
- The customer journey and its impact on the design and layout
- Customer feedback and the next steps
2:30 PM Ensuring your Branch and Physical Experience are Effectively Integrated for a Seamless Omni Channel Experience
Branches still command relevance in an increasingly digital world, given the range of demographics that customers fall into and their preferred channel. Branches are still critical to customer attrition and this session will delve into ensuring that the physical experience is seamlessly integrated with other channels.
- Ensuring a consistent brand experience across channels
- Leveraging your physical branch experience to build customer retention
- Setting up a CRM that is accessible and linked across each channel to ensure a seamless, personalised customer experience