Tailoring your approach to digital transformation 

It’s clear that one size does not fit all when it comes to digital transformation. Whether you’re looking for targeted transformation or wider organisational digital overhaul, discover best practises for a variety of initiatives – big and small.  

Welcome and introductions

Keynote address

Defining your digital transformation roadmap: Lessons from Coventry Building Society  

Case study | Teachers’ Building Society 

Transformation in action: Rationale and experience- tales from a small building society  

Join Mark Ford, Chief Operating Officer, to hear about why Teachers Building Society decided to enter into a transformation programme (including migrating to a new core platform and digital origination solutions) and lessons learnt from the experience to date. 

Moderated discussion 

Digital transformation strategies in focus 

• What holds building societies back from big transformation projects, and how can these obstacles be surmounted? 
• Digital overhaul versus augmenting existing systems: discussing the strengths and weaknesses of both approaches 
• From automation to data analytics: what new technologies can enable efficiency? What are the best use cases?  
• Balancing innovation and risk: mitigating the hidden risks of digital transformation 

Optimising the multichannel experience 

Customers, whether young or old, value the ability to interact with their building society both digitally and in-person. However, delivering a seamless experience across different channels presents a significant challenge. This workshop will explore how societies can best prioritise the choice of channels that they offer. 

Welcome and introductions

Keynote address 

Creating the ‘channel of choice’ experience: embracing digital, physical and everything in between. 

The flexibility of multichannel experiences can greatly improve both customer and employee experiences. Join our speaker to hear how Skipton Building Society is embracing a multichannel strategy to deliver the ultimate customer experience, whether that’s online, over the phone or f2f. 

Moderated discussion 

Building an omnichannel strategy  

• Starting from scratch: what does a successful omnichannel strategy look like? 
• Understanding members’ expectations: what channels should be prioritised?   
• Leapfrogging online banking: could building societies make the leap straight to mobile banking? 
• Where human meets digital: how can building societies devise smooth transitions from digital to human and back again? 
• Avoiding fragmentation: how to successfully integrate all channels 

Digitalising mortgage journeys

Whether its direct to customer or through a broker, ensuring smooth customer journeys for mortgages is a priority. How can new technologies aid this transition? And what’s the place of manual underwriting in a world where customers expect smooth and fast experiences throughout the value chain? Join the discussion to find out. 

This workshop will be moderated by: 

Welcome and introductions 

Speaker presentation  

Breaking free from tradition: drawing up the roadmap to digital mortgages 

Moderated discussion 

Smooth, digital, connected: honing the mortgage journey 

• Optimising the journey from broker to lender: how can this experience be made smoother for customers? 
• From sharing data to streamlining ID verification: what needs to change, and how can technology help? 
• Blending human and digital: how can AI and automation be brought into the process? 
• Building societies’ USP: what’s the place of manual underwriting in the future of mortgages?  
• Enhancing the D2C mortgage experience: how can building societies stay ahead of the competition?   

This workshop will be moderated by 

Competing in a mobile-first world 

Whether you’re at the very beginning of your mobile strategy or looking to enhance your app, this workshop is an opportunity to expand your horizons and improve your roadmap to a cutting-edge mobile experience.  

Welcome and introductions 

Case study  

Mobile app innovation: what now, where next? 

Moderated discussion 

Next-level mobile apps: from concept to reality  

• From fast and simple authentication to an easy user journey: what makes an excellent mobile app? 
• Creating an app specification: identifying the fundamentals while allowing scope for innovation  
• Designing inclusively:  how must accessibility and inclusivity be taken into account?  
• From nudges to value-added services: what are the next steps in mobile app innovation? 

Reimagining the branch: who, what, where?  

Branches are integral to today’s value proposition, with face-to-face service and member support in-branch still taking centre stage for many players. But with a stark drop in footfall and digital tools becoming the norm, it’s clear that the branch of the future will be very different. Where will branches be positioned and what will future activity in the branch look like, and what does this mean for staff?  

Welcome and introductions 

Speaker presentation  

Envisioning the future of the branch  

Join Stuart Fearn as he shares Newcastle Building Society’s vision for branch transformation and what role branches will play in their long-term strategy.  

Moderated discussion 

Branching out: what’s next for building societies physical spaces? 

• The desire for human interaction and cash transactions: do these really mean that branches are essential, or are there alternatives? 
• Let’s get “phygitial”: how can digital tools be integrated into physical branches to enhance experiences for customers? 
• Rethinking location strategy: how can cost and member needs be balanced? 
• A spotlight on employees: how will their role change, and where do they need extra support and re-skilling? 
• From traditional branches to community hubs: what will the branch look like in 10 years?