CBA: Banking with a heart
Supporting customers in a crisis with personalized experiences
EMEA: 2:00 pm BST / 3:00 pm CET | North America: 3:00 pm - 3:30 pm EDT
Commonwealth Bank of Australia (CBA) is one of Australia’s largest financial institutions, with more than ten million customers, 876 branches and close to 2,500 call centre staff.
Over the past four years the bank has been using Pega as a platform, to build out a Customer Engagement Engine that delivers personalized messages and support to all of its users, across all channels.
Join us to hear from CBA’s Chief Analytics Officer, Andrew McMullan, on how the bank has been using Pega to provide tailored support to customers, especially those impacted by the Australian bushfires of 2019/20 and now COVID-19.
You will discover how CBA has been able to inform 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 other scalable outcomes delivered, 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
- How CBA encouraged and handled the four million visits to their new online COVID-19 support page
At Commonwealth Bank of Australia, Andrew and his team are responsible for the delivery of world-class data, analytics and decisioning capabilities to enhance and secure the financial well-being of customers and businesses, in the moments that matter for them. Andrew is responsible for the overall delivery of Customer Decisioning capability across retail, small business and wealth customers at CBA. Prior to joining CBA, Andrew was Director of Customer Analytics & Decisioning at Royal Bank of Scotland, where he was accountable for the delivery of Data, Analytics, Customer Decisioning, Customer Contact, Pricing Strategy and Customer Value Management for the Retail Bank and Small Business portfolio for all brands within RBS. Earlier in his career, Andrew worked in Academia as a lecturer in Mathematics and Statistics, before leading the Rating and LGD methodology team for several years at UBS Investment Bank.