Hutchings said attendance at Sibos was critical for maintaining ANZ’s commitment to its customers as it served as “a really important chance to bring a lot of conversations together”, particular as the pace of change quickens.
“Corresponding banking and trade has been a pretty traditional business over the last couple of decades,” she said. “Whether it’s real-time payments or innovation, [tech] has been a step change and it’s really exciting to see.”
Stagg said that consideration is what customers in the industry have come to expect.
“That’s what the customer wants,” he said. “That's what we deliver. And the Fimetrix [bank-to-bank] survey confirms to us that what we're doing is right.”
FImetrix is a bi-annual survey of major trading banks which has ranked ANZ number 1 in multiple customer satisfaction categories for 12 years in a row. Lim says the category the bank is most proud of is its performance in innovation.
“Innovation for us is about solving issues for our customers,” he said. “Delivering something that is practical and scalable for them. It's great to see that reflected in the survey results.”
Hutchings said an important factor was considering what customers wanted - and needed.
“There are banks that are quite traditional, but there are banks who are absolutely looking into the future, investing, putting the people, putting the money, putting the time into it as well,” she said. “And you need to find an ability to work with that really wide spectrum of banks.”