Ir al contenido principal

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice

Case Study

Commonwealth Bank of Australia wins Celent's Model Bank 2020 Award for Customer Engagement

Descargar ahora

Commonwealth Bank of Australia (CommBank) has been recognized as the winner of Celent's Model Bank 2020 Award for Customer Engagement. The main driver that has propelled CommBank to the top has been its Customer Engagement Engine (CEE) program which utilizes Pega's Customer Decision Hub as its platform.

The migration to Pega was triggered by the need to replace disparate technologies and create a single decision-making engine for customer conversations across all channels. CommBank decided to facilitate a shift away from segmented batch-and-blast campaigns to deliver customer journeys powered by data insights applied in real time and at scale.

While utilizing Pega's Customer Decision Hub, CommBank has been able realize award-winning results including:

  • 20 million+ Next Best Conversations per day
  • Up to 66% uplift in click-through rates
  • Demonstrable improvement in customer satisfaction
  • Step change improvement in AI model management capacity

Etiqueta

Desafío: Engagement del cliente Industry: Servicios financieros Tema: IA y toma de decisiones

Recursos relacionados

Best of Pega

Investigación y conocimientos recomendados

Vea las novedades, lo próximo y las tendencias actuales.

Explorar la colección
Why Pega

Por qué elegir Pega

Un software excepcionalmente potente no es lo único que nos diferencia.

Más información
Compartir esta página Share via x Share via LinkedIn Copying...