1. Customer experience transformation at Macquarie bank brings legacy system retirement as a bonus

    Australia’s Macquarie bank builds a data layer on top of legacy IT systems to transform customer experience.

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    1. The problem is that through legacy systems you deliver a poor experience, but this does not matter because you basically have a human that is the interface with the customer.
    2. We could untangle the spaghetti of legacy systems in the back end for the next five to 10 years. But you cannot wait 10 years to improve customer experience because you don't know what will happen [to customer habits] over that time.
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