Matthew Hingston

Head of Marketing and Customer Experience
Greater Bank


3:20 PM Shut Up and Listen: How Simply Watching and Listening is Driving Effective CX Transformation

As consumer behaviour changes and the term ‘banking’ is being redefined, the mutual sector is facing the challenge of how to remain relevant. Whilst most organisations look inwardly or to industry experts for advice on how to transform their business, Greater Bank has sort advice from the people that know them the best…their customers.

  • Important lessons learnt from other industries and other eras
  • Why effective listening is critical to overcoming the relevance challenge
  • How to turn insights into actions through engaging channel owners and their staff