Australia Banks Boost Loyalty with RTIM
Learn how Australia's Big 4 banks leverage RTIM for improved NPS and loyalty, with a focus on Commonwealth Bank's leading strategies.
June 20, 2024
Most of Australia's Big 4 banks are utilizing Real-Time Interaction Management (RTIM), which leads to several benefits such as higher NPS and increased customer loyalty. Notably, Pegasystems and SAS are the primary providers in this area.
Among these banks, Westpac stands out as the only one not to use Pega. Previously, Westpac made an effort to develop its own RTIM solution named In the Moment, which it eventually abandoned after a costly $70 million investment. Currently, Westpac utilizes Adobe Journey Optimizer for its real-time interaction solutions.
The Commonwealth Bank is recognized as the market leader in real-time interaction management (RTIM). With a decade of experience using Pegasystems, its customer engagement engine processes over 53 million calls daily and runs thousands of experiments at any given time.
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