25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Tim Roberts, Director Customer Innovation at Westpac

Tim Roberts


Director Customer Innovation
Westpac

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

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Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020


2:55 PM Increasing Customer Adoption Rates by 50% with the Unveiling of New Self-Service Platforms such as Virtual Agents at Westpac

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

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