Commonwealth Bank of Australia: Supporting Customers Through Crises
Learn how through leveraging the CEE, CBA has been able to inform its customers in real-time of the support options and information available, to help them get back on top of their finances or adjust to a new situation. You will also hear about some of the scalable outcomes they have achieved including:
- Delivery of 250 million personalised messages regarding COVID-19 support and information
- Ensuring customers have access to benefits and support relevant to their situation, including hardship requests, express service and alternative banking options
- How they encouraged and handled the four million visits to new online COVID-19 support page
- Other examples of improved customer experience and service from using CEE to deliver Next Best Conversations
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