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Author: Jeremy Thomas

Jeremy Thomas is Regional Director at Backbase, a leading global provider of digital banking platforms, based in Sydney,  He has over 16 years of experience in sales and consulting in the banking and financial services industry and works with financial services organisations to achieve their digital transformation goals offering them innovative, agile, and customer-centric solutions.  

Why customer focus boosts M & A and organic growth in Australian banking

By Jeremy Thomas   Posted in Customer Experience
Posted on April 20, 2025May 13, 2025

Customer centricity: the essential driver of growth, powering both organic expansion and the successful integration of acquired platforms. Small is beautiful, as the old saying has it, but it doesn’t …

Why modernisation needs to become a cost-effective process for Australian and New Zealand banks

By Jeremy Thomas   Posted in Digital Transformation & Technology
Posted on March 17, 2025April 8, 2025

Is your organisation planning a large-scale transformation exercise in the upcoming financial year? Or perhaps you’re already in the midst of one and have some key milestones looming in FY2025? …

Customer-centric, composable, collaborative: The 3Cs of innovative banking in 2025

By Jeremy Thomas   Posted in Uncategorized
Posted on February 11, 2025March 4, 2025

The Australian banking sector is at a crossroads. Industry consolidation and rising competition are pushing banks to innovate, but outdated technology continues to hold them back. Banks with traditional digital …

Five reasons why your bank’s customer journeys are falling short – and how to fix them

By Jeremy Thomas   Posted in Artificial Intelligence - AI Contact Centre & Channels Customer Experience
Posted on December 17, 2024January 20, 2025

Australia and New Zealand are no strangers to digital disruption. With pioneers like Afterpay, Xero and Humanitix setting the standard, organisations across all sectors – including banking – face a …

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CX Focus Magazine

CX Focus is for executives who need to understand digital disruption and how it’s reshaping the type of relationships brands have with their customers. By providing the latest news, special reports, case studies, blogs, videos, and a host of other content CX Focus is a forum to explore the key issues around customer experience and digital disruption.

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