Next Generation Lending 2015 Conference Day Two
Wednesday 26 August
Click here for Post-Conference In-depth Learning Sessions
08:30 Welcome coffee
08:50 Opening remarks from the Chair
Heidi Armstrong, Media Presenter, Sky News Business & Radio 2GB, General Manager Marketing and Communications, Liberty Financial
Building the omni-channel lending capabilities to deliver a consistent experience across all channels
09:00 Leadership and businesses of the future - how do you disrupt a large organisation to stay relevant?
Lee Hatton, Chief Executive Officer, UBank
09:30 The customer experience radar – engaging with customers beyond
settlement
- Identifying the key components of the mortgage servicing experience that customers value the most
- What are the key attributes that drive a successful interaction with customers?
- Insights and leading practices on how to enhance the customer experience in mortgage servicing -
- the balance between traditional and digital service delivery channels
Belen Lopez, Head of Portfolio Optimisation, Westpac Group
10:00 Driving mortgage client acquisition in an omni-channel era
- Trends and best practices in direct mortgage origination – locally and globally
- Striking the right balance between digital and personal relationship-building in order to address different customer needs
- Ensuring seamless omni-channel integration and efficiency though successful channel integration
Josh Walther, Head of Direct Distribution, ING Direct
10:30 Morning tea
11:00 Panel Discussion: Creating a customer-centric loan experience that
increases loyalty and advocacy
- Addressing the “consumer lending disconnect” for loans to grow the share of wallet
- What are the best practices in proactive and holistic approaches to risk assessment, underwriting and pricing?
- What are the main challenges to embedding customer centric design methods into existing loan origination workflows?
- Key lessons from highly successful customer experience strategies
Panel Moderator:
Heidi Armstrong, Media Presenter, Sky News Business & Radio 2GB, General Manager Marketing and Communications, Liberty Financial
Panellists:
Kareem Al-Bassam, General Manager, PayPal Credit Australia
Richard Burns, General Manager Customer Experience & Technology, Aussie
Belen Lopez, Head of Portfolio Optimisation, Westpac Group
Joanne Thrift, Chief Marketing Officer, Pepper
11:50 Case Study: Revolutionising the broker channel - how Liberty developed
Spark™, an award winning end-to-end mobile (iPad) technology business
platform
- The importance of developing a completely paperless solution to engage with customers anywhere, anytime
- How do you ensure you are not delivering technology that is too advanced or gimmicky?
- What is the environment within Liberty that enables such free thinking? What drives that and is it an environment that can be replicated?
- How has Spark benefited Liberty? Faster processing? Simplicity for the customer? Better broker/ customer engagement?
Jason Serafino, General Manager – Innovation, Liberty Financial
Heidi Armstrong, Media Presenter, Sky News Business & Radio 2GB, General Manager Marketing and Communications, Liberty Financial
12:30 Networking lunch
Analysing customer behaviour trends to improve customer advocacy, loyalty and financial outcomes
13:30 Understanding the key drivers of borrower decision-making
- Understanding the consumer mindset throughout the loan shopping process to influence their decision-making process and improve acquisition efforts
- Identifying the key drivers that can be used to develop targeted marketing efforts
- Driving the development of customer analytics and insight capabilities from lead to loan
Craig Fenwick, Executive Manager of Retail Lending, Suncorp Group
Promoting forward, innovative thinking to merge analogue and digital technologies
14:00 The next stage broker - how brokers are taking on the challenges of the digital age
Friend or foe the online world has shifted the way consumers behave and Siobhan will present the key ways top brokers have responded to the challenge
- How to combat comparison sites with customers
- Use of apps now and next few years
- Social media and the broker key hints
- Connecting ideas that work – Skype etc
Siobhahn Hayden, Chief Executive Officer, Mortgage and Finance Association of Australia (MFAA)
14:30 Afternoon tea
15:00 Panel Discussion: Tradition vs. innovation - setting the tone for the
industry moving forward
- How can traditional lending institutions remain top of mind for borrowers and what value do they bring to the table in an increasingly competitive world?
- Addressing the challenges of creating a distinctive proposition as a mid-tier lender
- Identifying the opportunities and challenges that lenders face today in effective and efficient technology adoption
Panel Moderator:
Heidi Armstrong, Media Presenter, Sky News Business & Radio 2GB, General Manager Marketing and Communications, Liberty Financial
Panellists:
Cory Bannister, Vice President, Head of Distribution, La Trobe Financial
Lisa Montgomery, Financial Media Commentator & Former Chief Executive Officer, Resi
Daryl Bateman, Executive General Manager Sales & Distribution, People's Choice Credit Union
Siobhahn Hayden, Chief Executive Officer, Mortgage and Finance Association of Australia (MFAA)
Bruce Treloar, Chief Executive Officer, LIXI Limited
15:45 Leading the organisation through change and being effective in a
disruptive business environment
- Understanding how ready you and your organisation are to respond to the challenges and opportunities
- Having the courage to apply innovative business models to achieve the right balance between risk and opportunity
- Establishing good business partnerships in a competitive business environment to enable change
- Driving and leading a culture for change and innovation enterprise wide and develop relationships with your suppliers
Helen Campbell, Co-Founder, Change Management Institute
16:15 Closing remarks from the Chair and drawing of the lucky door prize!
16:25 End of Day Two and close of conference