Driving long-term relationships with human digital banking

Driving long-term relationships with human digital banking

The Australian banking landscape is changing dramatically. A tighter regulatory environment, together with increasing competition from non-traditional players and increasing customer demands for an integrated experience, has meant that banks need to think differently if they are going to thrive in the next 10 years. The pandemic has been a catalyst for this change, particularly in driving the need for digitally-led enhanced customer experiences in both retail and commercial banks.

Banks that can develop intelligent, human-centred operating models to continually exceed customer expectations will win their trust and loyalty and enable them to drive ‘forever relationships’. However, to do so, banks must proactively and strategically build upon their existing digitalisation efforts. 

• How can leaders balance digital and automation technologies with human-centred banking?
• In addition to the pandemic, what trends are catalysing dramatic changes within the industry?
• How can banks improve employee experience and reduce attrition?