Australian Information Industry Association


AIIA NSW Financial Services Forum Customer Service at the Heart of a Digital Bank

Date: Tuesday 20 Sep 2016

Where: The Shangri La Hotel, 176 Cumberland St, The Rocks, Sydney NSW 2000

Contact Name:Stacey Hutchinson

Phone:(02) 8060 8398

Price Member:$165

Price Non Member:$225

Table Price Member:$1650

Table Price Non Member:$ 2250


The Commonwealth Bank of Australia is renowned for having market-leading customer service and technology innovation. The future success for many organisations will lie in enhancing the application of technology to strengthen the ‘relationship’ with the customer. But how can that relationship be deeper and more intimate in an increasingly digital world?

For customers to have a great experience, financial institutions large and small must have the business intelligence to know a customers every requirement and circumstance instantly so that managing customer expectations and requirements within a truly omni channel capability becomes the standard.

Financial technology has come into focus in the last twelve months as newer entrants and century-old banks are competing to provide new fintech digital innovations for their customers. At the next AIIA Financial Services forum, the Executive General Manager, Digital at Commonwealth Bank, Pete Steel explains the heart of any digital bank strategy is the customer, and it is this focus that is driving Commonwealth Bank's technology approach.

We look forward to seeing you at this forum for what will be an insightful discussion.

Keynote Speaker

Pete Steel
Executive General Manager
Digital at Commonwealth Bank Australia

The Commonwealth Bank is a global technology leader in financial services. As head of Digital for consumer lines of business Pete is responsible for strategy, customer experience, revenue, innovation and project delivery.

He manages strategic CBA digital assets including NetBank, CommBank and the Mobile App and covers the scale businesses of the Group including retail banking, wealth management, small business.

The innovative Digital@CBA team have a track record of delivering amazing experiences for 5 million digitally engaged customers through 45 agile scrum teams. The team have deep capabilities in CX, data-driven decision making and optimisation, FinTech partnerships, platform engineering and delivery of a complex project portfolio.

Pete has held a variety of technology and business roles during his 11 years at the Commonwealth Bank – including CIO of the Retail, Wealth and Business divisions, head of the CommSec wholesale business, and architect of the CommSee Lending and Online platforms.

Prior to joining the Group, Pete held a variety of technology and business architecture roles in Australia, the United States and Europe and was a co-founder of a UK startup in 1995.


Align your brand with the AIIA and communicate with hard-to-reach business leaders by sponsoring this event. Please contact Stacey Hutchinson on (02) 8060 8398 or via Click here to find out more about these opportunities.

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