Imagination at work
Customer driven Business
Transformation
FST Media Conference, Melbourne
05 August, 2014
GE Capital Australia, Consumer Finance
products
2Customer driven Business Transformation | 5 August 2014
Sales Finance
Cre...
Customer feedback has refocused our business
transformation; Be faster, easier, & simpler…
3Customer driven Business Trans...
Our objective is to transform via simplification; To
remove anything that isn’t helping us grow
4
• Every step removed is ...
Our version of cutting edge technology was a
little dated.
5Customer driven Business Transformation | 5 August 2014
We’ve set out to change the way Customers do
business with us, piece by piece
6
Sales & telemarketing,
core data feeds
Ori...
We’ve learned a lot over the last couple of years.
Customer driven Business Transformation | 5 August 2014 7
People
• Empo...
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Customer driven business transformation ge

  1. 1. Imagination at work Customer driven Business Transformation FST Media Conference, Melbourne 05 August, 2014
  2. 2. GE Capital Australia, Consumer Finance products 2Customer driven Business Transformation | 5 August 2014 Sales Finance Credit Cards Consumer Credit Insurance Credit Cards Personal Loans Insurance
  3. 3. Customer feedback has refocused our business transformation; Be faster, easier, & simpler… 3Customer driven Business Transformation | 5 August 2014
  4. 4. Our objective is to transform via simplification; To remove anything that isn’t helping us grow 4 • Every step removed is less time for Customers to wait • Every system dependency eliminated is one less break point, one less item to be maintained & upgraded • Every feature release is one more reason for a Customer to select your product • Every staff use of a simplified process, translates into an improved Customer experience Customer driven Business Transformation | 5 August 2014
  5. 5. Our version of cutting edge technology was a little dated. 5Customer driven Business Transformation | 5 August 2014
  6. 6. We’ve set out to change the way Customers do business with us, piece by piece 6 Sales & telemarketing, core data feeds Originations, workflow & decisioning Servicing & Receivables Customer driven Business Transformation | 5 August 2014 Sales +33% Speed +50% Single core P P
  7. 7. We’ve learned a lot over the last couple of years. Customer driven Business Transformation | 5 August 2014 7 People • Empower a small core and give them air-cover • Build credibility, keep adding to it • The full team has to operate at the same pace Technology • Fundamental change requires commitment • Find Partners, not Vendors • Don’t underestimate the impact of the right platform Process • Use the tools & techniques that are fit for purpose • Everyone has to be all in…governance, legal, compliance • The speed of change is exponential once started
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