Retail services.

The Australian retail banking sector faces the enormous challenge of improving customer satisfaction while keeping costs low. At the same time, customers are demanding more delivery both in the electronic and face-to-face sphere. High Street branches--the new black--are back in vogue.

These issues--and more--were explored at the AIBF's retail financial services forum, held in Melbourne last October. Following are the edited extracts of addresses from key retail industry figures including Bank of Queensland head David Liddy and Commonwealth Bank of Australia head of ret