Vicki Wood

Head of Delivery Commonwealth Bank of Australia

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

2:55 PM Strategic CX: Unleashing Customer Data and Advanced Analytics at CBA to Drive Customer Relationships and not just Queries

In order to be more strategically competitive in the CX space, CBA have spent years perfecting their data and analytics capabilities to ensure artificial intelligence models are self-learning and adaptable to consumer channels.

With 40 people in the delivery team alone, working closely with the RBS product team has become key to understanding customer needs. Vicki Woods, CBA’s Head of Delivery, will discuss how CBA are using data and decision science to go from multi channel to a seamless and successful omni platform.

  • Utilising data and decision science alongside the contact centre to improve seamless interconnectivity 
  • Understanding which data sets need to be amalgamated and analysed to improve operational functions
  • Using AI models that are self-learning to seamlessly enhance future contact centres


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

Download The Latest Agenda