GT: I think it's been it's been really interesting. Across the past six months, I think we've all seen a lot of change.
At ANZ, our customer relationships - even though we haven't seen people face to face – are actually deeper. As a bank, I think we've stood up for our customers through this time. And we've had fantastic discussions with them.
What's really been really fantastic is customers have come to us, been really transparent, and told us about what they're doing in their business. Everyone has adapted really well.
Nobody's missed a beat. You talk to all of our customers and their businesses, they’ve changed overnight, and they keep going. And it's been fantastic.
You pointed out the data and the tech. We're all buying online. We’re adapting really, really quickly. It’s a pretty interesting time, to be really honest.
Even from an ANZ perspective, the bank has had to run itself - while maintaining our regulatory compliance and operational risk , which is actually really complex – in completely decentralised way. That’s a significant shift in a very short period of time.
TM: I agree, particularly that part about relationships. At ANZ, in our institutional business, we are a relationship bank. We always talk to our customers that way. And this has been a real opportunity for us to walk the talk.
And I think those relationships have deepened more in the past six months than they would have in the past six years. And that's been something really special.
I think we're all in this together and trying to figure out how we work together as true partners with our clients to help them get through this. And I look forward to continuing to work this way because it's not over yet. We still have a rough road ahead.
Graham, I notice you're quite passionate when you talk about relationships. How are you feeling? It's only a few days left before you're a free man.
GT: There's a feeling of, I guess, happiness. I'm happy to say, look, I'm going to move on and try some different things - but a lot of sadness because I’m leaving things behind.
You just talked about customers and partnerships. For me, that's what banking is all about. You know, how do we be innovative? How do we come up with solutions for customers?
I’d like to thank our customers that made it all possible, actually, because our business doesn't work without them. Your job, Tammy, is to make sure we never forget that!
TM: Thanks Graham. You’ve been a fantastic leader and your customer-first ethos is something I know our customers appreciate, but staff also appreciate because it allows us to make the best decisions for our customers.
It's never been 'bank first' for us, always 'customer first'. And that's something I'll definitely be taking through.
Do you have any words about the future?
GT: It’s unknown. But we’ve had crises before. People will adapt.
There may be some losers as we go through an adjustment period. But opportunity is going to come out of the crisis for lots of people.
There world will change, there’s no question, but that will create more opportunities as well. I just think instead of trying to have a crystal ball, we need to be ready to embrace those challenges as they come along.
TM: I’m similarly positive. All the critical innovation in the past has come because of need and because of demand. And I think right now in our society there is a huge a need and demand to do things differently.
Shane White is Content Manager at ANZ