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.
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