Case Study

Case Study: How Commonwealth Bank Of Australia Redesigned The Secure Site For Sales

August 13th, 2009
Vanessa Niemeyer, Ph.D., null
Vanessa Niemeyer, Ph.D.
With contributors:
Benjamin Ensor , Courtney Tincher

Summary

In the course of its "Finest Online" project, Commonwealth Bank of Australia redesigned its NetBank Internet banking service with the objectives of building an excellent customer experience and driving online sales. The bank has implemented new content and functionality to support the customer journey and integrated the new secure site sales approaches with in-person channels and the bank's multichannel customer relationship management (CRM) system. The two-year, cross-organizational project has boosted online sales, increased customer satisfaction, and improved the bank's image.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.