Rachel Slade

As internet banking took hold the question emerged: what will happen to the bank branch?  Australia’s big banks have always maintained their branches are an important channel for customers to do their banking, even as more transactions occur online.  Coronavirus has only accelerated that trend and forced branches to close

NAB has announced a slew of changes to its executive leadership team and has rebadged its customer products and services division as “Customer Experience.” The bank describes the new customer experience unit as “a division focussed on building advocacy and loyalty through the design and delivery of a leading banking