April 201919 As with almost all industries there's a constant challenge of balancing cost, efficiency and providing high end customer experiences. This challenge has only been increased with the advent of the digital age which has lead to a rapid change in consumers' demands and indeed expectations. Driven largely by the seamless, digital experiences delivered by the likes of Uber, Airbnb and Amazon are setting the standard for what's possible in terms of customer experience. And so now not only do our customers want to be able to trust banks to look after their money and their best interests, but they want to be able to do their banking with as little `fuss' as possible. Our customers expect their banking issues and questions to be resolved quickly and to be able to reach us on their terms, when and how they want. And interestingly, this societal change in consumer demands is seen not just amongst our customers but also in our employees' demands. Today our employees want more flexibility and a better work life balance and as employers we need to respond to that.Thanks to the transformation Bankwest has undergone to an agile way of working, we are now primed to respond to our customers' changing demands better than ever before. In fact, leaning on an increased emphasis on data analysis, we are working to even anticipate their needs, ready to respond, design and deliver new products and services. And so, aware our customers expect us to be there 24/7, Bankwest now offers an `always-on' customer service offering meaning whenever the customer needs us we are there to support them. This has meant recruiting a twilight team and additional people to support working overnight to meet customer demand. And of course this support isn't just limited to over the phone but also via our numerous social media channels and importantly our cross-device, in-app messaging service ­ a first in Australian banking. Max ClarkeTHE EVOLUTION OF BANKING TECHBY MAX CLARKE, HEAD OF CONTACT CENTRES, BANKWESTCXO NSIGHTS
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