Customer Engagement Summit Melbourne 2019: Customer Presentation: CBA

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.