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Increase customer acquisition rate to be double the attrition rate within…
Increase customer acquisition rate to be double the attrition rate within 2 years
Risk
Adopt better risk/ reward aqpproach
Update appetite metrics
Proactive not reactive
Stakeholder engagement operations model
Commerciality
Speed to decision
Skill gap mapping
IT
Increase reliability
Service ethic
Review and design IT teams to improve service delivery
Reduce complexity
Application rationalisation program
Design processes in IT to reflect the end-2-end process not just it's part
Simplify service offerings to business teams
More collaboration
Risk change forum
Develop communities of practice
Co-location for projects
BI
Deliver better information for decision making
Power BI
Phd Students
AI machine learning ($300)
Cleaner data ($150)
Single customer view
Improved behavioural insights
Customer specific reporting ($300)
Vendors
Improve value for money
Improve procurement
Increase vendor management
Business Partners
Share success with partners
Increase joint product development
Improved service levels
Refer customers
Competitors
Heritage to capitalise on competitor wounds from RC
Media
Broaden appeal outside of Queensland
Sponsor AFL Team
Invest greater $ in interstate marketing ($600)
Positive Messaging
More frequent coverage
Product
New product development KPIs
Develop product roadmap with sequention prioritisation
Pay less and earn more (eg 0.1% off your mortgage after 5 years) ($400)
Personalised offering ($150)
Increased speed to market
Agile/ Scrum training ($100)
Customer empathy
Customer analysis
Product retirement/ decommissioning initiative ($250)
Greater understanding of customer needs
Product beta testing
Capacity to develop products
Competitive products
Operations
Increased consistency in delivery
Faster processing time
Lean
Reduction of manual tasks
Process improvement ($300)
Robots
Marketing Department
Propensity Modelling
Established Lifetime Value Modelling
Customer Insights Increased
Increased Focus Groups ($50)
New Customer Orientation Day ($100)
Customer Council ($500)
Targeting Advertising to Drive New Customers
Existing Customers
Increased Advocacy
Customer Heroes Awards
Advocacy Rewards ($500)
Increased Comfort and Trust
Customer Events ($600)
New Customer Party
First Home Party
Paid Off Your House Party
Prospective Customers
Customer Events ($600)
New Customer Party
First Home party
Paid Off Your House Party
Switching Motivation
Proactive Bank Switch Service ($300)
New Customer Onboarding ((650)
Front Line Staff
Customer Retention Team Extend Beyond Mortgages
Salary Credit Saturdays ($50)
Voice of Customer - Call Scripts ($50)
Customer Retention Calls Based on Risk Behaviour ($100)
Strategy
Project/ Initiative Must Contribute to Retention or Growth
Regular Event Storming to Align and Realign
People Leaders
Increased Urgency
Target 'Permafrost" Through Increased Accountability
Increased Customer Obsesion
Recognise and Reward Right Behaviour
Dial Up Our Customer Service Heritage Heros - Pass the Parcel ($50)
Customer Centric Approach to Everything
Change the Way We Write the Customer Impact in SEG Papers ($200)
Leadership First, Tech Skill Second
Use The Brief for Collaborative Professional Development
Improved Recruitment Assessment
Shared Leadership Incentive Structure
Customer Referral Benefits for Staff
Staff and Family Benefits $300)
Treasury/ Finance
Project alignment - Not BUs
Monthly CapEx review and alignment
Zero based budger
Training
Specific Sales Retention and Sales Training
Customer Focussed Training
Leverage Positive feedback to increase peer-to-peer learning
Participate in industry groups
"Cleanse" all training for view of customer
Regulators
Equalise Prudential Framework
Open Communication
Align Approach with Mutuals
Board
Increase Voice of Customer
Regular Board Interactions with Customer Council ($250)
Adapt to Change
Balanced Scorecard KPI
Review by External Expert ($50)
Digital Channel
Reduced Onboarding Time
Lean/ Six Sigma Onboarding Review ($200)
Increased Speed to Market
Increased CX/UX Capabilities
Chat Bots NLP Driven
Partner With University to Develop CX PHDs ($100)
Continued Innovation on Core CVP's ($50)