Digital is the new front door. Most member interactions happen online – they expect it to be fast, simple and human.

Action to take—
Step into your members’ shoes. Small fixes to content, UX or flow can turn frustration into faster, more confident
self-service.

Ways we’ve seen this work—
With a leading insurer, we helped deliver 50+ initiatives to improve digital adoption. Think simpler renewals, fewer calls and better retention.

What worked there translates directly to mutuals – smarter loan flows, better onboarding, and seamless service interactions.

Legacy platforms can drag down speed, service and staff morale. Members feel the friction too.

Action to take—
Consider if your systems helping you grow or just helping you cope? If tech’s holding you back, it’s time to realign with purpose.

Ways we’ve seen this work—
We helped a mutual bank with limited internal
capacity overhaul core systems – cutting costs,
reducing risk and lifting service.

Legacy barriers were replaced with:

• Quicker rollout of new product and features
• Stronger risk controls and compliance readiness
• More value delivered, with less friction
• Faster, simpler digital experience

When change is constant, your teams need need clarity, support and confidence to lead through it.

Action to take—
Empowering your team starts with capability. Whether it’s a system shift or service redesign, lasting change begins with people.

Ways we’ve seen this work—
During a major transformation, we helped a mutual uplift internal capability alongside a core system upgrade -coaching leaders, embedding change practices, and creating a more resilient culture.
With stronger alignment and support, change
felt less disruptive and more like momentum.

You don’t need scale to deliver transformation. With the right support, you can do more while maintaining your member focus.

Action to take—
Big programs don’t have to mean big overhead. Partner with support that builds internal confidence, clears roadblocks, and keeps change moving.

Ways we’ve seen this work—
We helped a mutual bank lead a full post-merger transformation- including a core banking upgrade – with limited internal capacity.
Our team brought structure, pace and calm
across 12 workstreams, reducing risk, improving
stability, and empowering teams to stay member focused.

Resilience is being ready for what’s next. It requires people and systems that hold strong under pressure.

Action to take—
Strengthen your teams’ ability to lead through change, and invest in systems that stay secure, compliant and scalable. Resilience grows with time and support.

Ways we’ve seen this work—
We supported a mutual bank to navigate major transformation while strengthening long-term resilience.
We helped leaders build confidence, uplift internal capability, and embed sustainable change practices.
At the same time, we guided system upgrades and governance to improve security, compliance and stability, laying the foundation for what’s next.

AI works best when it’s built on solid foundations. This includes the right data, the right guardrails, and the right intent.

Action to take—
To get more value from your AI investments, start
with your data. Standardise sources, close quality
gaps, and ensure governance that builds trust and
accountability from the ground up.

Ways we’ve seen this work—
We helped a national financial services body invest for long-term AI gains through fixing model bias, improving data flows, and establishing scalable governance.
Legacy barriers were replaced with:

• Trusted, transparent decision-making
• A resilient, compliant AI platform
• Greater impact for the people they serve

Trust is the foundation of AI innovation. Responsible AI starts with clear guardrails and the confidence to move forward, safely.

Action to take—
If you’re exploring AI, start with alignment across product, legal, and delivery teams, and set the foundation for smart, safe progress.

Ways we’ve seen this work—
We helped a leading super fund assess AI readiness and build a fit-for-purpose governance model. Together, we mapped risks, prioritised use cases, and defined a phased roadmap that gave leaders the clarity and confidence to move forward with trust and control.