Sarah Graham

Head of Customer Initiatives
NAB


3:20 PM Evolving CX Strategy And Capabilities To Enable Predictive Analytics Into Customer Needs

Organisations maybe increasingly striving to become customer centric, but only those who can transform vision into action can succeed. NAB has made customer centricity their priority over the last 18 months in particular with a large project on using qualitative and quantitative data to drive the customer experience. As well as this, there has been a focus on empowering frontline staff to enable them to drive the best customer satisfaction possible.

  • Creating consistent standards across the physical, human and digital space
  • How you can measure the customer experience and the importance of defining this
  • Understanding customer and banker pain points and removing them to create a frictionless transactional experience