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Connexus : Issue 41
because it look s cool and provides the impression that it’s advanced. But is it sustainable or is it something that will be only useful for six months or a year or so?” At the same time, Gee says mutuals and other smaller players are able to make gains in this changing environment on the bigger banks, which carry the burden of having to integrate highly complex legacy systems. “So in contrast you could argue that mutuals have the potential to be much more agile and nimble – having quicker decision-making inherent in their organisations,” says Gee. Teachers Mutual Bank is another mutual that has dipped its toe in the water. It has also released a mobile banking app, with the iPhone version exper iencing the biggest take-up. In the year to June, smar tphone v isits as a percentage of all Teachers Mutual members’ web and smartphone visits have risen to about 22 per cent, up from 10 per cent the year before. Deputy CEO Brad Hedgman is encouraged by the positive feedback from members. “ They like it,” he says. “ The younger members have an expectation that it’s just something that should be there and it’s expected.” Hedgman says the new payments era presents an exciting but challenging environment.“ You’ve really got to be in it. The customer is at the centre of it. You’ve got to meet their needs or you won’t be in the game.” While some smaller, branch-centric You’ve really got to be in it. The customer is at the centre of it. You’ve got to meet their needs or you won’t be in the game. 16 Connexus NEWS