As I review our progress in 2018 and goals for 2019, I recognise how important it is to get out of the office and attend industry events. Whether the event is with partners, customers or prospective customers, it’s always amazing to hear how others are navigating changes in banking.
Though I attended several events and workshops in 2018, one that consistently stands out is MoneyLIVE.
MoneyLIVE is an annual retail banking conference in London, where 400+ attendees gather to learn from leaders at companies such as Barclays Bank, Citi, HSBC and Santander.
I had the privilege of leading a speaking session titled “Innovate or Die,” which explored how banks can utilise technology to differentiate themselves, improve customer experience and increase customer lifetime value.
I touched on various ideas, including:
The harsh reality of what we call “the physical and digital divide”: when banks do not provide a frictionless customer experience
How staff and branches must be seen as brand advocates and differentiators
The results when staff can focus on customer experience, not admin work
How ANZ and Oriental Bank have transformed customer experience by implementing appointment scheduling software
How banks can use data to understand customer behaviour, and in turn, adapt their products and services to meet demand
Watch my full session and let me know if you agree.