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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


Industry: Financial Services Solution Area: Customer Service Topic: Customer Service

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