James Jeffs
Social Media and Community Management Lead
Bankwest
Appearing at 1.30-2.30PM
Deep Dive
SESSION DETAILS
From Bricks to Browser: Reducing Friction Through Community-Led Digital Transformation
When Bankwest transformed from a full-service bank with almost 100 branches to a digital-only bank, there was friction. How did they use it to make social their customers’ ‘channel of choice’ and increase adoption, reduce resistance and build trust? Find out their secret to community-led change.
James Jeffs is a Social Media and Community Management Lead who’s all about building brands people actually want to engage with.
At Bankwest, he brings together strategy, content and real-time conversations across socials, turning everyday moments into meaningful customer interactions. He’s big on community management, from shaping moderation frameworks to leading empathetic, on-brand responses at scale.
Known for blending data with real human insight, James is always looking for ways to make experiences better. He’s passionate about creating safe, inclusive spaces online where customers feel heard, supported and genuinely connected to the brand.
SESSION DETAILS
From Bricks to Browser: Reducing Friction Through Community-Led Digital Transformation
When Bankwest transformed from a full-service bank with almost 100 branches to a digital-only bank, there was friction. How did they use it to make social their customers’ ‘channel of choice’ and increase adoption, reduce resistance and build trust? Find out their secret to community-led change.
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