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Aussie’s CX Journey – the challenges of combining the digital experience with the personal sales experience

Aussie Home Loans is an iconic brand that fundamentally changed the financial services industry through disrupting the banking incumbents in the early 90’s. Reinventing itself again at the start of the new millennium, Aussie became Australia’s most well-known and trusted mortgage broker driving a sector that now accounts for over 52% of all home loans sold.

With a strong heritage of innovation, Aussie is committed to embracing changing customer behaviours and new technologies. But the digital transformation of a customer experience can be challenging when your point of difference is the rich personal experience you provide. Choosing the right technologies, assembling the right teams and truly understanding our customers and where we add value are key questions we all have to tackle in designing and improving customer journeys.

I’ll share my experiences in tackling the cultural, technological and leadership challenges in driving a successful brand and business to embrace change quickly by asking ourselves how truly customer centric we were.

Richard Burns, General Manager Customer Experience & Technology, Aussie