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PegaWorld iNspire
June 11-13, 2023
Las Vegas

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Session: Customer Case Study

Mastering One-to-one Intelligence at CBA: The Customer Engagement Engine Superverse

Date and Location

June 11, 2023, 7:00PM - 7:00PM


  • Rachel Hansell
    Executive Manager, Customer Engagement Engine
    Commonwealth Bank of Australia

CBA is deploying AI models at scale in its customer engagement engine (CEE) to amp up one-to-one targeting and personalization – resulting in improved customer and business outcomes. The bank even held its CEE Superverse, a competition across the department to drive engagement, adoption, and great customer outcomes. Join this session to learn how you can overcome the challenges of a democratized model for build and deployment into CEE.