Case Study: Commonwealth Bank of Australia achieves real-time Next Best Conversations across 18 channels with Pegasystems

CBA interacts with customers during moments of need

Commonwealth Bank of Australia (CBA), Australia’s largest company by market cap and the primary bank for one in three Australians, faced changing customer expectations for relevant, timely and consistent engagement across channels. To maintain leadership and build trust, CBA needed to integrate insights enterprise-wide and make coordinated, real-time decisions across inbound, outbound, digital and agent-assisted channels.

Using the Pega Customer Decision Hub to drive “Next Best Conversations,” CBA launched a pilot in under 90 days and now executes real-time decisions in under 160 ms across 18 channels (about 20 million conversations per day). The program helped CBA reach #1 in CSAT for retail, business and online banking, deliver a 10x increase in lead volume (95% actionable), triple lead conversion rates, and deploy 250 adaptive models in one week.

Commonwealth Bank of Australia

Andrew McMullan

Head of Decisioning