{"id":48,"date":"2022-11-16T15:19:38","date_gmt":"2022-11-16T02:19:38","guid":{"rendered":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/?page_id=48"},"modified":"2022-11-16T15:26:36","modified_gmt":"2022-11-16T02:26:36","slug":"antonia-watson-on-going-digital","status":"publish","type":"page","link":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/antonia-watson-on-going-digital\/","title":{"rendered":"Antonia Watson, CEO"},"content":{"rendered":"

Antonia Watson<\/strong><\/p>\n

Chief Executive Officer <\/strong><\/p>\n

ANZ New Zealand LTD<\/strong><\/p>\n

After more than two years of disruptions, including lockdowns and huge supply chain challenges, businesses are now desperate for a return to something akin to normal.<\/p>\n

Many would like to see the economy as it was before COVID-19, but a lot has changed, and it is clear some of these changes are here to stay.<\/p>\n

As the country\u2019s largest bank, ANZ has seen a marked shift in the way our customers are managing and spending their money \u2013 with digital innovation at the forefront.<\/p>\n

During lockdown we saw a huge shift towards sales through online stores. Now, even though brick-and-mortar shops are open again for business, that has continued.<\/p>\n

The convenience, safety and comfort of shopping online during the pandemic appears to have changed the way we shop.<\/p>\n

Consumers are also more conscious of the environmental and social impacts of the goods and services they are buying.<\/p>\n

This digital transformation has created many new opportunities, and ANZ has been working with businesses to allow them to adapt quickly.<\/p>\n

Their future success now depends on being able to capitalise on the changes they made during this extraordinary time.<\/p>\n

Over the course of the pandemic we\u2019ve also seen a strong increase in the number of personal banking customers registering for our digital channels, including ANZ Internet Banking and the goMoney mobile app.<\/p>\n

It\u2019s been great to see a large increase in customers aged over 65.<\/p>\n

As a result of the shift towards banking digitally, we now see a third less over-the-counter transactions and fewer than 1% of all transactions are now made in person.<\/p>\n

Customers have also moved to embrace the suite of secure digital banking tools we offer.<\/p>\n

In March this year we successfully rolled out a new innovative billing tool within our goMoney app called View Bills.<\/p>\n

We\u2019ve found that View Bills users are less likely to miss a bill payment, and more likely to pay a bill before the due date.<\/p>\n

It may seem like a relatively minor change, but helping customers get on top of their bills has the potential to make a huge difference to many people\u2019s lives.<\/p>\n

The lockdowns and changes to alert levels have also highlighted the importance of everyone having the confidence and ability to connect online.<\/p>\n

ANZ has helped fund a long-term digital literacy programme run by Age Concern, which helps older New Zealanders safely use online services \u2013 including digital banking.<\/p>\n

Our branch teams have run one-on-one workshops in retirement villages, helping residents become more aware of fraud and better equipped to use the digital tools available.<\/p>\n

We\u2019ve continued to enhance the security systems behind our banking platforms using better data and the latest technology, and have been able to prevent an increasing amount of fraud.<\/p>\n

As one of the country\u2019s largest employers, we had to make some dramatic changes of our own when the pandemic hit, especially around the way our staff work.<\/p>\n

In the space of a few weeks we changed from having two-thirds of our staff in the office full time to having 90 per cent of them working from home.<\/p>\n

Roles that were formerly considered to be \u2019in-office\u2019 positions now had to be done remotely, with the all the same security and privacy protections.<\/p>\n

Our technology teams played an important role in this rapid change, and we expect digital innovations will continue to be key as we work out what a return to the office looks like.<\/p>\n

We\u2019ve continued to build this area of our business – and it was our previous investment in a strong digital team which allowed us to operate despite the disruptions.<\/p>\n

Our staff have been able to work successfully together through this period thanks to new and convenient video calling and file-sharing systems.<\/p>\n

Now, as we contemplate what a new normal looks like in terms of flexible working, we must balance how our people want to work with how we can best serve the needs of our customers.<\/p>\n

We\u2019ve made flexible working a core part of how we operate and now, more than ever, working from home, as well as collaborating with teammates in person, is the new normal.<\/p>\n

It\u2019s clear there is no one-size-fits-all model for all teams, but technology and digital tools are now a fundamental part of the mix – and a key part of our business, post-Covid.<\/p>\n

\"\"<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Antonia Watson Chief Executive Officer ANZ New Zealand LTD After more than two years of disruptions, including lockdowns and huge supply chain challenges, businesses are now desperate for a return to something akin to normal. Many would like to see […]<\/p>\n","protected":false},"author":44853,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-48","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/pages\/48","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/users\/44853"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/comments?post=48"}],"version-history":[{"count":0,"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/pages\/48\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.otago.ac.nz\/talkbusiness\/wp-json\/wp\/v2\/media?parent=48"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}