Traditionally, financial institutions competed largely on price, product and services provided, with customers being won through convenience and transparency. In recent years, lenders have placed greater emphasis on simplicity, accessibility, responsiveness and customer engagement. It is estimated that poor customer experience is costing Australian institutes more than $40 billion per year, with 29% of retail banking customer experiencing poor service in the last 12 months. This shift has largely been due to an increase in competition, with banks struggling to differentiate their products, which has been compounded by the entrance of FinTech companies which have delivered customers service closer to the likes of Optus, Netflix and Amazon.With this in mind, the 13th Annual Loan Origination Excellence Conference will bring together leading industry experts that will address how to: •    Focus on customer engagement and their journey to address their pain points, increase transparency and improve customer retention•    Adopt automation and digitisation in the application process to decrease approval time, costs and accommodate for regulatory changes•    Achieve process excellence by streamlining the end to end process in order to increase efficiency and reduce costs while maintaining the 'human element'. View the final program now.Key Featured Speakers Include: •    Patrick McQuaid, General Manager of Customer Data & Analytics - NAB•    Faraaz Ali, Regional Head of Retail Banking Products, Cards, Deposits & Lending (Asia) - ANZ•    John Rolfe, Head of Home Loans - Elders•    Brett Walker, Manager, Home Lending Customer Lifecycle - Suncorp Group•    Matt Henderson, Programme Director, Omni Channel - Greater Bank•    Raymond O'Brian, Chief Risk Officer - Beyond Bank•    And more! For the full speaker line up, view the final program.Be sure to join your peers, Directors of Loans, Mortgage, Credit, Customer Experience from the Big Four Banks, 2nd Tier Banks, Credit Unions, Mutuals, Brokers, FinTech on the 15 - 16 February 2018 at the Radisson Blu Plaza Sydney. To register, book online now.