AD: Optimising Digital and In-Store Capabilities at Bendigo and Adelaide Bank

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With the rise of mobile banking options allowing services at our fingertips, retail bank branch visits have declined significantly and forecasted to drop a further 36 per cent by 2022.

Investing in branch transformation is a move that many banks are now making, and Bendigo and Adelaide Bank are leading in this space with a CX transformation project underway. To gain a better understanding into their work, we caught up with the Head of Consumer Banking and Local Connection, Nick Carter.

In this exclusive interview Nick explores:
•    Preparing the organisation for a CX transformation
•    Determining the right resources for the right market and retaining focus on the basics of retail banking  
•    Taking a human-centred design approach to tailor digital services around deeper customer needs
•    Balancing human interaction and seamless online experiences that meet customer expectations

Read full interview.

If you found the above interesting and would like to gain a greater perspective of over 14+ Heads of Customer Banking, Branch Network, Channel Planning, Group Strategy and more… come and join us at the 3rd Future Branches Summit taking place on the 9-10 July at Rydges Sydney Hotel.
Don’t miss your opportunity to network with likeminded professionals leading branch and store management and discuss a roadmap to unlock the value of retail and branch transformation.
Our expert speaker line up includes:
•    Jamie Broadbent, Head of Digital and Innovation, Royal Bank of Scotland
•    Jason Stephens EGM Stores & Speciality Banking, Suncorp
•    Nick Carter, Head of Consumer Banking and Local Connection, Bendigo and Adelaide Bank
•    Miles Williams, General Manager of Customer Growth, Bupa Australia & New Zealand
•    Kristie Clarke, Director Channel Planning, Release Management and Registry Network, Service NSW
•    Nicholas Criticos, Head of Store Design and Real Estate Development, David Jones
•    Rachel Winder Head of Property Services at Westpac New Zealand Limited
View the program for a full list of speakers