Having successfully launched ANZ NZ’s marketing automation programme last month with the introduction of a new, behaviourally-driven 1:1 engagement programme, deployed through Adobe Campaign, the trans-Tasman Proximity NZ, CHEP Tech and ANZ NZ partnership continued this week, with the launch of an upgraded AEM-driven anz.co.nz customer experience for New Zealand’s largest bank.
With roughly 1 in 2 Kiwis banking with ANZ NZ, the new platform delivers a deep repository of service and product support for ANZ’s wide range of consumer and business customers.
Says Mark Gretton, CTO at CHEP Tech: “Re-building a ‘big 4’ bank’s core website platform is a pinnacle project for any agency or consultancy technology team in the AU/NZ region in terms of the significance of the customer engagement, security and performance standards required. It was a project that we were incredibly proud to win in early 2020 through a highly competitive pitch process against the best consultancies in the region and truly validates the market-leading standard of technical services that CHEP Tech’s team can deliver for our clients, either within the CHEP connected practice model or as a stand-alone discipline to support the wider CGL network as per this engagement.”
Performance and accessibility have been front of mind throughout the development to ensure that the new anz.co.nz experience is best optimised to the needs of every visitor. The platform represents the first end-to-end demonstration of the new ANZ NZ AA accessible design system and has been stringently optimised for visually impaired users under the guidance of ANZ’s own Accessibility Advisor, Asima Leone alongside AA WCAG standards.
Says David Cooper, head of technology programmes at CHEP Tech and project leader for the re-build: “We are thrilled to bring to life the next iteration of one of ANZ NZ’s most highly visible customer touchpoints. Due to COVID travel restrictions, our cross functional team of ANZ and CHEP staff delivered the project end-to-end, completely remotely across the Tasman, which is testament to the incredible level of collaboration the teams were able to achieve. The new site will have a tangible impact on a large portion of the country’s population and help to define what ANZ NZ stands for to those citizens.”
Whilst the initial trigger for the project was driven by the BS11 compliance directive to nationalise the platform infrastructure to NZ, the team leapt on the opportunity to upgrade and modernise the customer experience, technical performance and design system. The site experiences on average 4.9 million visits every month, which is handled and served through the Adobe Experience Cloud, with a huge performance optimisation to deal with low bandwidth rural areas of New Zealand.
The new platform has been re-engineered to overhaul the authoring and content delivery, powered by Adobe Experience Manager. This has allowed for a richer use of video and imagery, through Dynamics Media, whilst still being able to improve latency and increase technical SEO performance. The new content management platform is critical to ANZ’s goal of increased content velocity and reduction of overhead from content tagging, categorisation and approval workflows. This will enable a greater ability for ANZ to deliver more relevant content to support their customer needs and more quickly respond to changing industry needs.
Says Stu Preece, platform lead at ANZ: “This is a huge experience uplift for our current and future customers, and a strategic technological step forward for us as a business. Having the CHEP Tech team on board to help us understand and implement the underlying product stack has made for an exciting process in unlocking future capability.”
Beyond the website launch, Clemenger Group and ANZ NZ continue to partner across a wide range of CX, personalisation enablement, digital creative and technology services to support ANZ NZ’s marketing automation, customer data, platform engineering and cloud transformation initiatives.