The Bank of Queensland Group (BOQ Group) is an independent banking network at the forefront of digital banking innovation in Australia.

In the competitive landscape of Australian banking, the Bank of Queensland Group (BOQ Group) set out to redefine the customer experience by embracing customer-centric decision-making and transforming the digital infrastructure across three retail bank brands: Bank of Queensland (BOQ), Virgin Money Australia (VMA), and ME Bank (MEB).

BOQ Group adopted a dual approach focused on creating a customer-first culture and optimising the digital experience through a unified cloud-based platform. The key initiatives included cultivating a customer-centric culture and streamlining digital infrastructure.

BOQ Group’s pivot towards a customer-led ethos involved significant organisational changes. This began with expanding and upskilling the Customer Strategy and Insights Team to drive data-driven decision-making. An Executive Customer Committee was established, and a cross-functional team was set up to align business and technology roadmaps within the overall customer experience.

BOQ Group’s strategic move to unify its digital platforms into a single cloud-based ecosystem was not just about consolidation. It was a strategy to enhance the customer experience by embracing simplicity, agility, and innovation. This unified platform has not only streamlined operations but also paved the way for best-in-class digital solutions, empowering CX innovation at speed and scale.

These initiatives harnessed shared technology, which delivered a myriad of benefits for customers:

• Leveraged cloud-based tech and open-banking opportunities
• Provided a single view of the customer and data-based CX insights
• Delivered cost savings that could be reinvested into CX priorities.
• Opened the door to best-in-class digital solutions
• Empowered CX innovation at speed and scale
• Delivered accessibility and Inclusivity

BOQ Group’s unified approach to digital transformation has had a tangible impact on operations. It has streamlined processes, making them more agile and customer-focused. This has resulted in a digital banking experience that is not only efficient but also tailored to the needs of our customers.

For information about Bank of Queensland Group, visit boq.com.au