Banks must also adapt to social media, he said. "Banks traditionally have been part of the social fabric. I think over the last 10 years we've lost a lot of that."
NAB seeks to provide information anywhere, anytime and anyhow for its customers. That means supporting multiple types of devices running a variety of operating systems, Curran said. On mobile, it means supporting multiple information channels, including NFC, SMS and voice, he said.
Curran said the bank seeks to simply process and do things in real-time with strong resilience. "Over the years in banking, we've not really been that good at designing our manual processes. Often at times we put in new systems that get put in place in parallel to ... existing policies that are steeped in a lot of history and are extraordinarily hard to change, and so you make too many trade-offs through all of that."
The bank seeks to speed up business decisions through accurate and timely data, and better manage end-to-end processes across internal resources and external partners, Curran said. The latter acknowledges that banks do not "live in a world of isolation; we are intermediaries," he said.
ANZ Bank last week announced a trial of NFC technology.
Sign up for Computerworld eNewsletters.