Case Study

Commonwealth Bank of Australia: Exceeding customer expectations with personalized conversations

Connected conversations across 18 channels

Connected conversations across 18 channels

Connected conversations across 18 channels

The greater danger for most of us lies not in setting our aim too high and falling short; but in setting our aim too low, and achieving our mark.

The Business Issue

Commonwealth Bank of Australia (CBA) is the largest organization in Australia by market cap, and one out of three Australians call CBA their main financial institution. To continue driving its market dominance, CBA looked to build deeper, more personalized relationships with each of its 10 million customers.

Related Resources

PegaWorld Video

Learn more about how CBA uses AI to drive Next Best Conversations.

PegaWorld Video

Learn more about how CBA uses AI to drive Next Best Conversations.

Pega Customer Decision Hub