In an address to the UBS Australia Financial Services Conference yesterday, ANZ Australia chief executive Phil Chronican wrote that the bank’s advice and distribution channels are a key focus of its customer growth strategy.
“Our distribution channels are being transformed and our people enabled to enhance the customer experience,” the statement said.
In particular, the presentation singled out the objective for retail bank branches to become “advice centres for complex customer needs”, while everyday transactions will trend towards a “self-serve” operational model.
The bank is also offering “specialist advice” via video conferencing facilities, 43 of which have already been implemented.
The presentation also outlined the bank’s “digital first” strategy, which will underpin its various other projects. This strategy is focused on “delivering leading online and mobile solutions that will define the way we operate across retail and commercial, while enhancing customer experience and loyalty and driving down cost”.
The strategy will see the group build on its existing mobile banking platforms, ANZ goMoney – which attracts more than one million log-ons per day – and ANZ Fast Pay.
