27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Van Dissing, Program Director, Service Revolution Transformation at BT Financial Group

Van Dissing


Program Director, Service Revolution Transformation
BT Financial Group

Check out the incredible speaker line-up to see who will be joining Van.

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Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019


12:40 PM Engaging with Banking Customers Through Taking a 1 on 1 Approach to Generating Rich Customer Insights at BT Financial

The challenge within finance can often be reengaging with customers who are disenfranchised and not looking to invest their time in banking, seeing the bank as just a ‘necessary evil’. As part of the broader Westpac vision, BT is transforming through redefining the customer journey. After 50 years of collecting customer insights BT realized the need to drill down, instead into customer needs. As part of a year-long project BT has been able to identify 6 customer life stages, each with 3 key needs, moving forward products will be aligned to meeting these needs. In this session:

  • How BT went about collecting a rich insight into the customer through home visits, employee feedback and group session
  • A snapshot of the insights gained, which contributed to shape the life stages and needs profile
  • The process of transforming insights into ‘life stages’ in the Customer Journey Lab and what was learned through this process