Press releases

Profits before people’ approach sounds alert for financial services industry

28.9.2011

Profits before people’ approach sounds alert for financial services industry

Industry warned: meet your customers’ great expectations – or else

Sydney, 27 September 2011: While many financial services organisations have the best of intentions when it comes to their customers, too often they end up instead on the road to hell, says international consulting firm, EA Consulting Group.

And poll figures taken at a Sydney breakfast forum held by EA Consulting Group in Sydney today bear this out, with 88% of attendees from major financial services and other corporate organisations conceding that their organisations pursue short term profit ahead of customer relations.

At the breakfast forum, attendees were addressed by a panel of experienced local and international financial services executives who explored the question: The customer experience: has the customer been forgotten? The audience was then surveyed on their own views and experiences on the subject via live poll, with responses thrown to the floor for broader discussion.

Profits before people approach sounds alert for FS Industry (pdf)

ea Consulting Group Customer Breakfast Communique

28.9.2011

The customer experience: has the customer been forgotten?

This communiqué outlines the presentations and panel discussions that took place at the inaugural ea Consulting Group Thought Leadership Breakfast in Sydney, Australia on 27 September 2011.

Attended by representatives of financial services organisations, other corporates, selected media and members of ea Consulting Group, three expert panellists presented their unique views and insights into the question: The customer experience: has the customer been forgotten?

eacg Customer breakfast communique (pdf)

Thought Leadership Breakfast Briefing Pictures

27.9.2011

Thought Leadership Breakfast Briefing pictures (pdf)

Thought Leadership Breakfast Briefing & Panel DiscussionThe customer experience: have customers been forgotten?

20.9.2011

Thought Leadership Breakfast Briefing & Panel Discussion

The customer experience: have customers been forgotten?

Time: 7.30am – 9.30am

Date: Tuesday 27^th September 2011

Venue: Level 3 function room, The Establishment, 252 George Street, Sydney 2000

Host: ea Consulting Group, Sydney

About eacg

Founded in 1998, ea Consulting Group has become one of the largest Change Management Consultancies in the UK, engaging over 700 consultants to the Financial Services sector in the last year. In 2010 eacg entered the Asia-Pacific market with the establishment of an office in Sydney, and, with new offices in Melbourne, Singapore and Hong Kong, the company is establishing a strong reputation in Asia Pacific.

ea Consulting is passionate about improving Customer Experience – with Industry awards and a history of remarkable improvements in both customer satisfaction and business profitability, predominantly in the Financial Services and Telecommunications sectors.

Panelists include:

Ron Whatford

CEO, ea Consulting Group UK, former MD of Scottish Widows and former Group Manufacturing Director, Store Services Director and Chief Experience Officer at Lloyds Banking Group.

Gerd Schenkel

Executive Director of Telstra Digital, former Managing Director at UBank, and General Manager of Customer Strategy & Cross Marketing at National Australia Bank.

Jason Millett

General Manager Process Excellence, Product & Operations at Westpac Banking Corporation, former General Manager Strategy, Execution & Transformation, P&O at Westpac; Executive General Manager Execution (IT) and General Manager Change Management at Commonwealth Bank of Australia.

Chair

Sally Patten

Associate Editor at Australian Financial Review.

Customer experience (pdf)

Kenneth Ong appointed as Principal Consultant in Singapore

20.9.2011

Kenneth has more than 18 years experience in leading or participating in large scale and complex value creating programmes for large financial services clients in the Asia Pacific region including AmBank, Maybank, Bank Mandiri, Kasikorn Bank, Chinatrust, OCBC, UOB and Westpac. He has a proven track record in developing and implementing holistic business improvement solutions through integration of strategy, organisation, process and technology, with focus in Risk Management, Regulatory Compliance and Business Process Reengineering initiatives. Prior to joining eacg, Kenneth held various senior roles with Accenture, KPMG and Al Rajhi Bank.

Kenneth Ong (pdf)

John Littler appointed as a Principal Consultant in Sydney

2.8.2011

The Management Consultancy, ea Consulting Group which has become one of the leading providers of Change Management Consultants in the UK, has recently celebrated its first year of trading successfully in Australia. With Change Programmes underway in a number of clients in both Sydney and Melbourne, the company has plans to open an office in Perth next year.

With the recent appointment of John Littler as a Principal Consultant in Sydney, ea Consulting Group is well-placed to develop its Change Management business with the many major blue chip organisations which are based in the region.

John Littler (pdf)

Mark Tipping appointed as the Principal Consultant in Melbourne

2.8.2011

The Management Consultancy, ea Consulting Group which has become one of the leading providers of Change Management Consultants in the UK, has recently opened an office in Melbourne’s Collins Street and is already involved in a project for a major Telecommunications company in the city.

With the recent appointment of Mark Tipping as the Principal Consultant in Melbourne, ea Consulting Group is well-placed to develop its Change Management business with the many major financial organisations which are based in the region.

Mark Tipping (pdf)