Hey, Big Four Banks – The Millennials Hate You And Your Future Looks Grim (Supposedly)!

Hey, Big Four Banks – The Millennials Hate You And Your Future Looks Grim (Supposedly)!
SHARE
THIS



Macquarie Equities warning to the Big Four banks last year appears to have hit the mark; at least at Westpac. In a briefing with analysts yesterday Westpac CEO, Brian Hartzer, revealed a sharp focus on using digital technologies to provide better customer experiences, drive growth and limit costs.

However critics might suggest his view that the bank could not afford to become obessed with tech at the expense of customer service could indicate that Westpac’s leadership still has some catching up to do when it comes to the realities of the modern Millenial. (Here’s a hint Brian, these days tech and customer service are kind of the same thing.)

To wit;

Still, every journey starts with that first step.

According to the bank chief, “Banking is undergoing a transformational change.”

Some description

He said, the bank was now accelerating the execution of its plans to build what he described as one of the world’s great service companies over the next three years.

“We are increasing our annual investment by around $200m to $1.3 billion directed towards growth, service and efficiency initiatives. This means concentrating our spend on technology, on digital, on simplification, as we hone our focus on service.

“By investing in digital, we can use technology to redesign the customer experience, making things simpler, easier and better for our customers and our people. “This includes the development of a Customer Service Hub to give the Group one view of the customer and the ability to look at their needs and opportunities across the entire banking and wealth spectrum.

Hartzer said there would be continued investment in the banks brands, including the roll out of the Group’s new look branches, and that these will represent more than half of the network by 2018. It’s worth noting also that there will be fewer branches, and they will be smaller, cutting costs further, although hartzer declined to offer specific numbers.

He also said the increased investment will be supported by a complementary efficiency program, which will reduce the Group’s expense growth run-rate to two to three per cent per annum, he said.

Ealier this year McKinsey & Company warned that banks have three to five years to get their digital act together before they enter a spiral of decline while at the same time  chairman and CEO of Spanish bank BBVA Francisco Gonzalez, told media and analysts  that up to half the world’s banks could slip through the cracks as digital transformation takes hold.

This article originally appeared at B&T’s sister digital business site www.which-50.com

 

Latest News

M&C Saatchi’s This. Film Studio Announces Nat Geo Doco Series On Rhino Conservation 
  • Campaigns

M&C Saatchi’s This. Film Studio Announces Nat Geo Doco Series On Rhino Conservation 

M&C Saatchi Group’s film and television production studio THIS. has revealed its first major project, a two-part documentary series in partnership with National Geographic, Cisco Systems, Canon Australia and Land Rover South Africa. The documentary series, hosted by cricket legend Kevin Pietersen and outback wrangler Matt Wright with conservationist and Canon Australia Photographer, Julia Wheeler, […]

Ovarian Cancer Australia Appoints 10 Feet Tall As Its Integrated Agency Partner
  • Media

Ovarian Cancer Australia Appoints 10 Feet Tall As Its Integrated Agency Partner

Following a competitive pitch process, 10 feet tall is standing proud as the newly appointed agency for Ovarian Cancer Australia (OCA). The agency’s response to a complex brief included a strong multifaceted brand platform that spans all media and includes mainstream media working in conjunction with fundraisers and activations for the charity throughout the calendar […]

Edge Adds BASF Seeds To Client Stable
  • Advertising
  • Media

Edge Adds BASF Seeds To Client Stable

Independent agency Edge has announced its Melbourne office has been appointed to deliver integrated services for agricultural brand BASF Seeds, following a competitive pitch. Edge’s remit spans strategy, creative, advertising, digital and media for BASF Seeds, its InVigor products and its MySeed platform. Dan King, managing director of Edge Melbourne, said the agency was delighted […]

Cropped shot of two men working together with laptop and notepad in a minimalistic workplace enviroment with desklamp and plant
  • Media

Applications Open For 2018 Copy School

Applications have opened for the 2018 Copy School in Sydney, sponsored by NewsMediaWorks, with another world-class line-up of guest creative tutors. Copy School is designed to encourage the best quality copywriting across all channels and engages some of Australia’s leading advertising creative directors and copywriters, as well as news media executives, to pass on their […]