Head of Direct Channel Development
National Australia Bank
2:55 PM Case Study: Creating a More Compelling Digital Service at National Australia Bank to Improve Customer Centricity and Self-Service Outcomes
The National Australia Bank is continuing on a multiyear transformational project for its consumer contact centres that focus on investing in core capabilities that enable conversations to be more customer-centric and less around process. Currently, 35% of NAB’s consumer calls can 100% easily be resolved with the use of a digital service, creating a need within the organisation to be more compelling with the adoption of digital service and how to educate customers and staff to leverage simpler channels without losing the humanistic interactions.
- Creating the case to adopt to digital channels by creating conversations and analyse changes in behaviours
- How to enable staff to empathetically connect with customers and ensure it is delivered in a humanistic way regardless of which channel of interaction
- Simplified interaction – How it creates proficiency with staff and greater satisfaction for customers