25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Chris Barnes, Head of Consumer Service at National Australia Bank

Chris Barnes


Head of Consumer Service
National Australia Bank

Check out the incredible speaker line-up to see who will be joining Chris.

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Conference Day One: Thursday, 28 February 2019

Thursday, February 28th, 2019


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