BANK OF NEW ZEALAND ( BNZ )
132
“ We can see that we ’ re making a difference for our customers . We ’ ve found that people who use our platform to compartmentalise their money are hitting their goals more frequently . They ’ re saving greater amounts of their income ”
— Stephen Bowe , General Manager , Digital Bank of New Zealand despite widespread adoption of digital services by customers , it ’ s important not to equate usage with good service . “ Just because you ’ ve seen exponential growth in mobile banking usage , it doesn ’ t mean that your app is any good . The reality is that even if it was rubbish , people would still use it in droves because of the convenience it provides .” Instead , banks need to think much more deeply about how they create value for their customers in their everyday lives .
Today , Bowe is making his mark at NAB subsidiary , Bank of New Zealand ( BNZ ), as the firm ’ s GM , Digital & Applications . He and his team have been tasked with delivering state of the art customer experiences to the 155-year-old bank by tapping into the wealth of digital tools at the financial sector ’ s fingertips . “ If you look at most digital banking offerings around the world today , they pretty much all look and feel the same . It ’ s a one size fits all proposition where customer interactions are largely transactional , and the service is increasingly commoditised . The whole process is unexceptional … but it doesn ’ t have to be like that .”
And so , Bowe and his team searched
SEPTEMBER 2019