Bankwest touts wearable device adoption as it pushes CX agenda

Banking group shares the latest fruits of its digital transformation aimed at better engaging customers

Bankwest's 'Halo' payment ring
Bankwest's 'Halo' payment ring

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   

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

How service heterogeneity is impacting engagement

Marketers have long known the importance of standardising products to assure quality and consistency. For services, however, standardisation is much more complex.

Dr Chris Baumann

Associate professor, Macquarie University

Kindness matters in business: why the nice guys finish first

A recent 1000-page Royal Commission report on misconduct in Australia’s financial sector revealed hair-raising stories of excessive commissions, rampant mis-selling and charges levied on the dead. So how do you stop a bank from misleading its customers?

Nick Liddell

Director of Consulting, The Clearing

Myer vs. David Jones: Do cyborgs win?

As two of Australia’s stalwart brands in Myer and David Jones continue their respective journeys through troubled waters, it heralds yet another sign of the shifting business environment and shift towards an experience economy.

Tom Uhlhorn

Founder and strategy director, Tiny CX

nice article

meripadhai

5 things marketers need to do to get better in buy in when presenting

Read more

International business is closely related to marketing or marketing activities carried out by the company. According to Gitman and McDani...

Eko Prasetyo Utomo X

Salesforce: The age of the marketing campaign is over

Read more

Back in 1968 Holden began an appeal to customers who have an interest in competition. It did this with the introduction of the HK GTS 32...

Ben Tate

Marketing professor: For Holden, brand nostalgia ain’t what it used to be

Read more

Your blog post is really good and informative. Thanks for taking time to provide us this useful information with us.Auto wrapping uaeADF ...

Yes Machinery

Image intelligence:10 must-see infographics for marketers

Read more

A debt of gratitude is in order for sharing this marvelous information.I have taken in numerous things from your post

digitech Classes

Lumen CMO strives to make the brand synonymous with anti-ageism

Read more

Latest Podcast

More podcasts

Sign in