Andrew Fell, Harnessing the Customer Experience via New Technology
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6th BankTech Asia - Andy Fell's Presentation
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Andrew Fell, Harnessing the Customer Experience via New Technology
- 1. Click to edit Master title style 1 Honour the Human Spirit…. & Own Digital Andy Fell General Manager St.George Retail Banking Australia September 2014 @GreenDragonFell
- 2. St.George Retail Banking….since 1937 St.George Retail Banking • 219 Branches • 2,100,000 Customers • 43% Customers Digitally Active • 632 ATMs Our Key Market Differentiators Our Values Western Australia 8 Branches 72k Customers Queensland 37 Branches 263k Customers New South Wales & Australian Capital Territory 174 Branches 1.8m Customers Helping people achieve their dreams Bank SA Bank of Melbourne
- 3. #EpicJourneyofTransformation Helping people achieve their dreams Start Making Headlines Owning Sydney & Canberra - Fastest Growing Bank in QLD & WA - No.1 in NSW First Truly Mobile Bank Winning Edges Simplicity – making it easier MyBank Home Loans Always On FreshStart Raving Fan Revolution People & Culture People Development - EDGE Leadership & Talent Development Fast, Agile and Quirky Innovation Mobility Premises SME Thought Must Dos
- 5. Service Revolution: “We are people helping people”
- 6. We’ve started a Revolution!
- 7. Supporting people to adapt
- 10. We are People helping People….
- 12. 119 FreshStart branches complete for SBG
- 13. Burwood, NSW
- 14. #Magic #WOW+1! Bondi Beach, NSW Darlinghurst NSW Darlinghurst NSW Brisbane, QLD: Automated Cash Branch Darlinghurst NSW
- 15. Dragon Lounge
- 16. We want to lead the mobility revolution in banking 2.5 billion people connected online 144 billion emails sent every day 17% of global internet traffic is now via mobile 2002: One million units sold in one year 2012: Two million units sold in one day Why…
- 17. How we use our time More time in waiting: Nine million Australians commute every day and spend an average of 8 days commuting per year 6am 9am 11am 1pm 3pm 5pm 7pm 10pm Mobile Online Online and mobile banking usage Number of logins Top ranked ‘dead time’ mobile activities 1. Accessing social networks 2. Web searching / news 4. Mobile banking 3. Online video 5. Checking weather
- 18. Banking on digital… 350% increase in customers mobile banking since 2009 77% increase in number of internet banking transactions since 2009, now at 1.2m transactions per day 350% 77% 10% 10% decrease in in-branch transactions, year on year
- 19. Who’s doing it best Results achieved: Online membership increased 300% Weekly sales increased 30% Two million App downloads in the first six months Launched ‘My Starbucks Idea’ website to collaborate with customers and seek feedback Is one of the top-five most liked and followed consumer brands in the world
- 20. Alison Smith has entered the branch
- 21. Who’s doing it best….
- 24. Banking on digital….. A World’s First
- 25. A new way of operating “Focused on Mobility” “Anywhere, anytime banking”
- 26. Helping to do more business Innovative learnings from Barclays … … supporting all of our customers to do more business. St.George Mobile PayWay
- 27. We’re leading the way in wearable technology Photo courtesy of afr.com