Banking group shares the latest fruits of its digital transformation aimed at better engaging customers
Bankwest customers to have adopted the financial institution’s Halo ring are now undertaking more than a quarter of their purchases via the wearable device.
That’s just one of the insights Bankwest has use to highlight the rapid uptake of emerging technologies across its customer base, as well as the group’s ongoing plans to adopt digital technologies and data insights as part of its wider engagement efforts.
The most recent is the adoption and launch this week of Apply Pay services to customers, following the lead of parent company, Commonwealth Bank, this month. It also includes the debut last August of a new in-app messaging service for customer service conversations across devices, off the back of making cross-device Web messaging available last June.
The Halo ring was released 12 months ago and is available to those with a Bankwest transactional account. According to the banking group, customers with both used the ring for 28 per cent of all purchases in 2018. In addition, the ring accounted for 38 per cent of all debit transactions made by customer in December.About 15,000 customers have a ring.
“The speed at which using the Bankwest halo has become the norm for so many of our customers shows how flexible Australians are in the manner in which they want to be able to pay for their goods and services,” Bankwest executive general manager of customer solutions and insights, Pieter Vorster, said.
“The popularity of the Bankwest Halo ring, coupled with the 88 per cent increase in logins to our mobile app that we’ve seen over the last three years, clearly shows how Australians are adapting to today’s digital landscape with some of the highest adoption rates in the developed world.”
On top of this, Bankwest has undergone a transformation to a new agile way of working over the past 18 months, a move yet again aimed at better meeting customer expectations. The group went live with enterprise agile last July, impacting approximately two-thirds of its organisation.
This was crucial to delivering the Apple Pay platform option this week, Vorster said.
“We’ve also made conscious moves to ensure everything we’re doing not only has the customer at its heart, but is also data-driven and insight-led,” he said. “And as we tap into the potential of using this wealth of data, we’re constantly looking for new opportunities to innovate our digital channels, to make it simple and easy for customers to bank with us.”
Read more: Bankwest transformation absolutely about survival, says CIO Andy Weir
Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu
It's been an incredibly tough three months for the Star as it shut its doors and stood down staff in response to the COVID-19 lockdown. Yet innovation has shone through, and if the CMO, George Hughes, has anything to say about it, such lateral thinking will continue as we start to recover from the crisis.
For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.
The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading
There is much talk about what VOZ will bring to the media industry. New ways to slice and dice audiences and segments. A clearer understanding of screen consumption. Even new ways to plan and buy. The most interesting result could be finding something many thought we lost - younger viewers, specifically the valuable 18-39s.
I am 56 years old and was diagnosed with Parkinson's disease after four years of decreasing mobility to the point of having family dress ...
Nancy Tunick
Parkinson's NSW creates a lorem ipsum generator and goes digital to mark Parkinson's Awareness month
We would like to invite you to the Virtual Exhibition about IoT Trends in 2020, 7 - 9 July, organised by Must.We developed a new B2B matc...
hayfa
Want to master digital transformation? Stop thinking about your own problems
We have been trying to help our clients through this time. I think the important thing is clear communication! We also created some check...
Erin Payne
Is COVID-19 the right time for a positive marketing campaign?
Very good article Sagar. Congrats! It's exactly what we are doing at Dafiti and it's very important have you close to us into this journey.
Roosevelt Junior
Making Your Organisation Data-Driven [MYOD] - Data-driven marketing - CMO Australia
Corporates should be innovating to stay relevant and disrupt the market and collaborating with startups is easily the best way to go for ...
Diana
How your company can innovate its way through the COVID-19 crisis