Banking Consumer Study insights with Accenture

25th May 2021 12:15pm - 1:00pm
Style of Event: FREE for Corporate Members (Use CODE: BRANDYOU)
WiBF Member: AUD $0.00 Website Subscriber: AUD $20.00


In one of the biggest studies of its kind, Accenture’s recent Banking Consumer Study interviewed 47,810 banking customers in 28 markets (including 2,012 from Australia).
Last year saw significant disruption in banking and a sharp acceleration of consumers’ migration to digital channels. While banks have been striving for digital adoption for years, Accenture’s research flags a vulnerability: waning customer trust. On a national level, they found that only 29% of Australian respondents trust their banks to look after their long-term financial wellbeing, compared with 43% two years ago. The report also highlights how banks should respond by considering a more human-centric, personalised approach to their online channels. It seems that now, more than ever, human connection will be vital for banks that want to set themselves apart, build trust and drive growth. Knowing exactly when—and how—to engage with consumers will be key.

In this 45 minute session, join Accenture Managing Director, Rebecca Smith, and Banking Consumer Study co-author, Kieran White, as they discuss the survey and its implications for Australia’s financial sector.

Pre Work

Ask your questions on our social media pages or email them to mail@wibf.org.au.


The key objective of WiBFs webinar series is to support members, providing real solutions to their issues and answering their burning questions.


You will learn about one of the biggest banking consumer studies of it’s kind and the insights and outcomes it provided.


Rebecca Smith is an Accenture Managing Director and Financial Services Lead for the Accenture Interactive team. With 20+ years’ experience in leadership and technical roles, Rebecca’s roles have included managing client accounts and the delivery of large and complex programs of work with clients in Australia, New Zealand, the UK and Europe - across industries including Financial Services, Media and Entertainment, Telecommunications, Airlines, Government, Retail and Utilities.
Rebecca is passionate about creating innovative digital solutions that solve complex business problems and create a unique experience for our clients and their customers.
In addition to driving business outcomes, Rebecca is also the Inclusion and Diversity Lead for Accenture Interactive and passionate about driving change to create a more inclusive and diverse workplace for her team.

Kieran Whiteis a specialist in customer experience design, channel strategy and retail banking. As a senior member of Accenture’s financial services consulting team in Australia, he has helped numerous banks and insurers move to a customer-centric, digital-first way of operating. He is passionate about understanding customer mindsets and applying insights to create outstanding brand experiences.
Kieran joined Accenture in the UK after starting his career in branch banking and channel strategy with a major international bank. Since then, project opportunities have taken him from the UK to Hong Kong, Singapore and most recently Australia – where he plans to settle, having recently acquired a ‘COVID pup’ named Oscar.
Outside of his client commitments, Kieran leads Accenture’s practice of 250+ consulting analysts across Australia & New Zealand, and is passionate about recruiting and developing graduate talent to create the next generation of consulting practitioners.