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              Financial services dominate Australians’ Top 10 CX brands
              Close Me!

              Financial services dominate Australians’ Top 10 CX brands

              Financial services firms have dominated KPMG Australia's Top 10 brands for customer experience, with challenger institutions singled out by consumers as top performers...

              • Financial services dominate Australians’ Top 10 CX brands

              • Eric Wilson, Founder and Chief Executive, Xinja Bank

              • Bankwest’s ‘great leap forward’: how a Spotify-inspired operations overha...

              • Open Banking ‘not interesting to us’ – RACQ’s Michelle Bagnall at the Fut...

              • ‘Track and trace’ blockchain platform to bolster banks' ethical data...

              Upcoming Events

              Thursday March 05
              Future of Insurance, Sydney 2020
              Sydney AU
              Tuesday March 24
              Future of Security, Melbourne 2020
              Melbourne AU
              Thursday March 26
              Future of Security, Sydney 2020
              Sydney AU
              Tuesday March 31
              Future of Security, Auckland 2020
              Auckland NZ
              Tuesday March 31
              FST Government Queensland 2020
              Brisbane AU
              Wednesday May 06
              FST Government Western Australia 2020
              Perth AU

              More events...

              Latest News

              article
              An Interview with Jeremy Hubbard, Group Executive, Innovation and Transformation, Rest Super

              "Most financial services providers, Rest included, have not achieved a true omnichannel experience where the integration, the features, and the level of service are consistent across all channels. This is a challenge in an environment with legacy systems and third-party suppliers."

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              article
              An Interview with Jamie Twiss, Chief Data Officer & Chief Strategy Officer, Westpac

              "Australia is experiencing both a profound digital disruption in financial services as well as a fundamental shift in how data is utilised. We are seeing consumers rightfully demanding and receiving more control over their data."  

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              article
              Leveraging CX to rebuild trust in a post-Hayne world – lessons from the Digital CX Panel at the 2019 Future of Financial Services

              This is an abridged extract from the Digital CX Panel at the 2019 Future of Financial Services, Sydney conference. 

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              article
              An Interview with Kate Luft, Head of Retail Banking, Citi

              "I challenge other leaders to help grow a culture of asking ‘why?’. It can be easy in any large company, not necessarily in financial services, to continue to do something because it’s always been that way."  

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              Knowledge Centre

              article
              Movers and Shakers | November–December, 2019

              November saw a number of high-profile appointments and departures across the local financial services industry, with noteworthy additions to Westpac, CBA, and AIG.
               

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              article
              Trust, education critical to customers' embrace of Open Banking: Deloitte

              Despite customers overwhelmingly trusting major institutions to protect their data and financial assets, upwards of two-thirds of consumers fear banks “do not have their best interests at heart”, according to findings from Deloitte’s 2019 Open Banking survey.
               

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              article
              Fintechs, neobanks expected to rapidly chip away at incumbent dominance – Future of Financial Services, Sydney delegate poll

              Representatives from established financial firms have conceded neobanks and fintechs challengers will continue to capture market share from the dominant incumbents, with surveyed delegates at the Future of Financial Services, Sydney last week acknowledging the tenuous hold FSIs have over their existing customer base as well as increasing brand disloyalty among customers.
               

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              article
              An Interview with Andy Weir, Chief Information Officer & Executive General Manager – Technology and Transformation, Bankwest

              "Changing the way an organisation operates also requires radically modernising technology platforms to support and optimise the changes and to more efficiently deliver value to customers."
               

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              Latest Videos

              Teaser: Shane Ohlin, Chief Technology Officer, AIA Sovereign
              Shane Ohlin shares a sneak peek of what's instore during his keynote presentation at the Future of Financial Services, Auckland 2019. 
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              Increasing your Delivery Speed to Customers
              Robert Marchiori, General Manager, Group Technology Transformation, ANZ  
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              How ME Makes Customer Experience A Mindset, Not Just A Business Unit
              Ingrid Purcell, Chief Experience Officer, ME  
              Sponsored
              Consumer Data Insights: the New Gold Running the Digital Economy
              Frank Costigan, Chief Customer Officer, Personal Insurance , QBE  
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