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| <div data-cmp-data-layer="{"title-7fb3c41231":{"@type":"appian-aem/components/title","repo:modifyDate":"2024-03-13T16:42:38Z","dc:title":"Digital Transformation at Bendigo Bank"}}" id="title-7fb3c41231" class="cmp-title "> |
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| Digital Transformation at Bendigo Bank |
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| <div data-cmp-is="image" data-cmp-src="/adobe/dynamicmedia/deliver/dm-aid--0c2f5c6b-6e5c-4136-b687-4f827c65dcb7/logo-bendigo-adelaide-bank.png?width={width}&quality=85&preferwebp=true" data-cmp-widths="768,1200,2000" data-asset="/content/dam/appian-aem/customers/bendigo-bank/logo-bendigo-adelaide-bank.png" data-title="Bendigo Bank logo" data-cmp-data-layer="{"image-77304bc828":{"@type":"appian-aem/components/image","repo:modifyDate":"2023-12-14T10:44:17Z","image":{"repo:id":"0c2f5c6b-6e5c-4136-b687-4f827c65dcb7","repo:modifyDate":"2023-12-14T10:41:11Z","@type":"image/png","repo:path":"/content/dam/appian-aem/customers/bendigo-bank/logo-bendigo-adelaide-bank.png","xdm:tags":["properties:orientation/landscape"]}}}" class="cmp-image" itemscope itemtype="http://schema.org/ImageObject"> |
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| <img src="/adobe/dynamicmedia/deliver/dm-aid--0c2f5c6b-6e5c-4136-b687-4f827c65dcb7/logo-bendigo-adelaide-bank.png?quality=85&preferwebp=true" class="cmp-image__image" itemprop="contentUrl" data-cmp-hook-image="image" alt="Bendigo Bank logo" style="max-width: 240px; max-height:px"/> |
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| <div data-cmp-data-layer="{"rich-text-29db5166c2":{"@type":"appian-aem/components/rich-text","repo:modifyDate":"2020-12-08T23:07:56Z","xdm:text":"<p style=\"text-align: center;\">With $66 billion in assets and 1.6 million customers, Bendigo Bank is considered one of the largest banks in Australia. Even so, it still believed it had much work to do to break down silos and connect disparate portion of its operations into one unified, quality customer experience.</p>\n"}}" id="rich-text-29db5166c2" class="cmp-text"> |
| <p style=" text-align: center; |
| ">With $66 billion in assets and 1.6 million customers, Bendigo Bank is considered one of the largest banks in Australia. Even so, it still believed it had much work to do to break down silos and connect disparate portion of its operations into one unified, quality customer experience.</p> |
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| <div data-cmp-data-layer="{"title-4f577f74dd":{"@type":"appian-aem/components/title","repo:modifyDate":"2024-03-13T16:43:01Z","dc:title":"Digital Transformation at Bendigo Bank"}}" id="title-4f577f74dd" class="cmp-title "> |
| <h2 class="cmp-title__text"> |
| Digital Transformation at Bendigo Bank |
| |
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| <div data-cmp-data-layer="{"bendigo-bank":{"@type":"appian-aem/components/embed","repo:modifyDate":"2022-08-30T08:48:40Z"}}" id="bendigo-bank" class="cmp-embed"> |
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| <div data-cmp-data-layer="{"title-8a9828bb0f":{"@type":"appian-aem/components/title","repo:modifyDate":"2020-12-03T19:23:15Z","dc:title":"Business Problem"}}" id="title-8a9828bb0f" class="cmp-title "> |
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| Business Problem |
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| <div class="rich-text text mb-lg aem-GridColumn aem-GridColumn--default--12"> |
| <div data-cmp-data-layer="{"rich-text-8c5301f5da":{"@type":"appian-aem/components/rich-text","repo:modifyDate":"2023-12-14T10:48:08Z","xdm:text":"<p style=\"text-align: left;\">A few years ago, the bank re-organized everything to become obsessed with the customer experience. It did away with the organizational separations across its divisions for Retail Banking, Credit Cards, Lending, Institutional Banking, etc. The bank instead aligned to the core entities or roles of the organization – servicing the customer, working with partners and looking at innovation.</p>\r\n<p style=\"text-align: left;\">To go “all-in” on customer obsession, the bank’s CIO, Andrew Watt, became the bank’s Executive for Customer Service Improvement (CSI), with the entire program reporting directly to CFO Richard Fennell. The CSI division’s charter includes acting as custodian of the bank’s technology strategy.&nbsp; Mr. Watt and his team knew they needed a new way to enact Bendigo’s customer obsession through software. They put Appian at the center of their strategy.</p>\r\n"}}" id="rich-text-8c5301f5da" class="cmp-text"> |
| <p style=" text-align: left; |
| ">A few years ago, the bank re-organized everything to become obsessed with the customer experience. It did away with the organizational separations across its divisions for Retail Banking, Credit Cards, Lending, Institutional Banking, etc. The bank instead aligned to the core entities or roles of the organization – servicing the customer, working with partners and looking at innovation.</p> |
| <p style=" text-align: left; |
| ">To go “all-in” on customer obsession, the bank’s CIO, Andrew Watt, became the bank’s Executive for Customer Service Improvement (CSI), with the entire program reporting directly to CFO Richard Fennell. The CSI division’s charter includes acting as custodian of the bank’s technology strategy. Mr. Watt and his team knew they needed a new way to enact Bendigo’s customer obsession through software. They put Appian at the center of their strategy.</p> |
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| <div class="title mb-medium text-center aem-GridColumn--phone--none aem-GridColumn--phone--12 aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--offset--phone--0"> |
| <div data-cmp-data-layer="{"title-0e3799d565":{"@type":"appian-aem/components/title","repo:modifyDate":"2023-12-14T10:48:36Z","dc:title":"Appian Solution"}}" id="title-0e3799d565" class="cmp-title "> |
| <h3 class="cmp-title__text"> |
| Appian Solution |
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| </div> |
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| <div class="rich-text text mb-md aem-GridColumn--phone--none aem-GridColumn--phone--12 aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--offset--phone--0"> |
| <div data-cmp-data-layer="{"rich-text-817e5f7f71":{"@type":"appian-aem/components/rich-text","repo:modifyDate":"2023-12-14T10:48:31Z","xdm:text":"<p>In 18 months, the bank rolled out 25 customer-focused enterprise applications on Appian. The bank also has an additional 12 ‘citizen developer’ Appian applications through its innovative ‘In Business Programme.”</p>\r\n<p>Nearly every one of these enterprise applications is considered by the bank to be a Tier 1, critical customer-impacting process. Appian is running ATM Management, Credit Card Management, Fraud Management, Disputes, Loans, Mortgages, Merchant Services, and more.</p>\r\n<p>The bank’s vision is that by mid-2017, every employee at Bendigo Bank will be an Appian user. This is an organization that has truly adopted Appian as their enterprise BPM/Apps platform. And it’s all in direct service of the customer.</p>\r\n"}}" id="rich-text-817e5f7f71" class="cmp-text"> |
| <p>In 18 months, the bank rolled out 25 customer-focused enterprise applications on Appian. The bank also has an additional 12 ‘citizen developer’ Appian applications through its innovative ‘In Business Programme.”</p> |
| <p>Nearly every one of these enterprise applications is considered by the bank to be a Tier 1, critical customer-impacting process. Appian is running ATM Management, Credit Card Management, Fraud Management, Disputes, Loans, Mortgages, Merchant Services, and more.</p> |
| <p>The bank’s vision is that by mid-2017, every employee at Bendigo Bank will be an Appian user. This is an organization that has truly adopted Appian as their enterprise BPM/Apps platform. And it’s all in direct service of the customer.</p> |
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| <div class="container responsivegrid max-width-1200 flex-center aem-GridColumn--default--none aem-GridColumn--phone--none aem-GridColumn--phone--12 aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--offset--phone--0 aem-GridColumn--offset--default--0"> |
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| <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 aem-Grid--phone--12 "> |
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| <div data-cmp-data-layer="{"rich-text-7c27abcced":{"@type":"appian-aem/components/rich-text","repo:modifyDate":"2024-03-13T16:46:37Z","xdm:text":"<p style=\"text-align: center;\"><span class=\"md-title\"><span class=\"mb-0\">“Our vision is to make our customers’ journey completely seamless, regardless of which part of our bank they interacting with. The speed at which Appian helped us develop and deliver these mission-critical applications made them the ideal partner to bring our vision to life.&quot;</span></span></p>\r\n<p style=\"text-align: center;\"><i><b>Andrew Watts<br>\r\n Executive for Customer Service Improvement, Bendigo Bank</b></i></p>\r\n"}}" id="rich-text-7c27abcced" class="cmp-text"> |
| <p style=" text-align: center; |
| "><span class="md-title"><span class="mb-0">“Our vision is to make our customers’ journey completely seamless, regardless of which part of our bank they interacting with. The speed at which Appian helped us develop and deliver these mission-critical applications made them the ideal partner to bring our vision to life."</span></span></p> |
| <p style=" text-align: center; |
| "><i><b>Andrew Watts<br /> |
| Executive for Customer Service Improvement, Bendigo Bank</b></i></p> |
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