CBA embarked on their “Customer Relationship Banking” revolution which emphasises long-term customer satisfaction – working to identify, develop and nurture high-value relationships while avoiding pressuring customers with any type of “hard-sell”.
They implemented their initial pilot program in less than 90 days and have since gone live with connected Next Best Conversations across twenty channels including: call centre, branch, online banking, mobile, email, SMS, chat, ATM, and direct mail.
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