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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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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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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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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."  

Knowledge Centre

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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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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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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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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."