Skip to main content
close Search
Close search

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice


Commonwealth Bank of Australia: Supporting Customers Through Crises

Commonwealth Bank of Australia (CBA) is using its Customer Engagement Engine (CEE) to provide tailored support to customers, particularly those impacted by the Australian bushfires of 2019/20 as well as COVID-19.

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


Challenge: Customer Service Industry: Financial Services Topic: Customer Service

Related Resources

PegaWorld iNspire 2021

Virtual Event

PegaWorld iNspire | May 4, 2021

We’re bringing you the most iNnovative tools, ideas, and success stories to get you up to speed – all in a convenient virtual format.

Learn more
Pega Infinity

Pega Infinity™

We’ve brought together customer engagement and digital process automation in one unified portfolio, powered by our visionary no-code platform.

Explore Pega Infinity