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Banking with a Heart

Commonwealth Bank of Australia (CBA) Supports Customers Through Crises

  • August 12, 2020
  • APAC; EMEA; NA
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APAC: 12:00 pm - 12:30 pm AEST | EMEA: 2:00 pm BST / 3:00 pm CET | NA: 3:00 pm - 3:30 pm EDT

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

Leveraging the CEE, 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.

Join us to hear about some of the scalable outcomes delivered through CBA’s CEE recently, 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

Speakers

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Andrew McMullan

Chief Analytics Officer, Commonwealth Bank of Australia

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.

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