Case Study: Commonwealth Bank of Australia achieves 50 million real-time personalized conversations with Pegasystems' Pega Customer Decision Hub

Commonwealth Bank of Australia Exceeding customer expectations with personalized conversations

Commonwealth Bank of Australia (CBA), the country’s largest company by market cap and the primary bank for one in three Australians, wanted to build deeper, more personalized relationships with its 10 million customers. Faced with the need to connect conversations across branches, contact centers, web and mobile channels and make instant decisions at scale, CBA sought a way to consistently deliver the right conversation to the right customer.

CBA deployed Pega Customer Decision Hub™ to create a Customer Engagement Engine that recommends the next best conversation across 18 channels, making real-time decisions in under 200 milliseconds. The program has delivered 50 million next-best conversations, driven a +12 NPS lead over competitors, runs 200 machine‑learning models on 157 billion data points, and processes sub-200ms responses about 20 million times daily.

Commonwealth Bank of Australia

Angus Sullivan

Group Executive, Retail Banking Services