Chris FlemingHead of Transformation and Operation – Stores
1:50 PM SUNCORP CASE STUDY: Evolving Branch into A Retail ‘Store’ Model Providing One-Stop Solutions For Customers
Australia's fifth biggest lender, Suncorp Bank, is looking to "move completely away" from bank branches to one-stop shops for financial services with the aim to distribute more products to its 9 million customers.
Suncorp has garnered a lot of attention over the last few months, having evolved its branch network into ‘stores’ modeled on lessons learned from retailers about addressing customer needs. This session will provide you an insight into this first-of-its-kind initiative that is modeled to look beyond the provision of banking services and provide an avenue to enable customer goals and dreams.
- Framework of 6 customer journey’s which can cause pain points based on demographic behaviours and needs
- Leveraging Suncorp’s network of brands to provide multi-branded service and product solutions
- How to create a space where all banking products and services are provided, however with a teller-free environment
- Focusing on customer needs by hosting add value initiatives that improve customers trust and financial literacy, ensuring customers are making the right choices (financial wellbeing)