The Future of Banking – Meeting Consumer Needs

Carsten Murawski is part of an expert panel on Wednesday 28 August to discuss the critical questions of what customers actually want from their bank, if banks are actually delivering these services and how are they prepared to meet the needs of Australian consumers in the future.

At a time when most people cannot remember the last time they stepped foot into their local bank branch, the ABCC asks the critical question:  What do consumers actually want from their banks in 2019 and into the future?  

The ABCC is delighted to bring together an expert panel to discuss the critical questions of what customers actually want from their bank, if banks are actually delivering these services and how are they prepared to meet the needs of Australian consumers in the future.

Whilst banks of course play a fundamental role in facilitating economic growth, they have also historically played an integral role in supporting local communities.  However, with the banking industry under scrutiny globally and financial institutions offering an array of products to customers, many of them complex financial instruments which are either underutilised or misunderstood by the public, the traditional strong bonds between consumers and banks have waned.  Furthermore, digital innovation is transforming the way we bank.  Customers no longer compare one bank's offering to another's, but rather compare their services to other digital offerings such as Deliveroo or Amazon.

Panel:

• Will Mahon-Heap - Global Expansion Manager, Revolut
• Carsten Murawski - Economist, The University of Melbourne
• Alex Trott - Managing Director, Financial Services Banking Lead, Accenture Australia & New Zealand
• Kerri Webster - General Manager, Retail Transformation, NAB
• James Kirby - The Australian - Moderator