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