Josh Teichman

Group Manager, Digital Transformation Monash University

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

2:55 PM Bringing Speed to Market and Driving a Culture of Change through Chatbot Led Development

Taking over 2 years to effectively fine tune, Westpac were the first bank in Australia to implement e-signatures and fully digitise the mortgage document process. This resulted in a 38% faster completion rate and 50% reduction in certification errors.

Tim Roberts, Westpac’s Director of Delivery and Home Ownerships, will present how customer adoption of e-sign has saved 2 hours per loan for customer service staff and ways this has improved the customer interaction for agents.

Exceeding their expectations in customer adoption by over 50%, learn how customers are utilising self-service today.

  • Understanding the long term digital roadmap to implementing new products
  • Valuing digital through the lens of customer engagement to improve the CX strategy
  • Determining the different service platforms that can be incorporated into your business for improved CX


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

Download The Latest Agenda