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Case Study

Commonwealth Bank of Australia: Exceeding customer expectations with personalized conversations

  • Connected conversations across 18 channels

  • Real-time decisions in less than 200 milliseconds

  • 50 million next best conversations delivered

"We just did our 50 millionth next best conversation in person. That is 50 million times our frontline – either our branch or our contact center staff – had an opportunity to take the next best conversation and deliver that to our customers."

Angus Sullivan Group Executive, Retail Banking Services, Commonwealth Bank of Australia

The Business Issue

Commonwealth Bank of Australia (CBA) is the largest organization in Australia by market cap, and one out of three Australians call CBA their main financial institution. To continue driving its market dominance, CBA looked to build deeper, more personalized relationships with each of its 10 million customers.

The Solution

Using Pega Customer Decision Hub™, CBA created the Customer Engagement Engine that intelligently suggests and personalizes the next best conversation to have with each customer, whether they are in the branch, on the phone, online, or on a mobile device.

The Results

The next-best-conversation approach has generated major performance lifts for CBA, including:

  • +12 lead in NPS over the competition
  • 50 million next best conversations delivered
  • 200 machine learning models with 157 billion data points
  • 200 millisecond response occurring 20 million times daily
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Related Resources

Learn more about how CBA uses AI to drive Next Best Conversations.

Learn how CBA enhances customer experiences across all channels.

See how CBA is using customer decision management to optimize relationships.

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Tags

Industry: Financial Services Product Area: Pega Marketing Challenge: Customer Lifetime Value
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