Digital transformation has been a primary focus for National Australia Bank (NAB) since 2018, which began with a mandate to move 40+ business units to the cloud and create a flexible, agile working environment, particularly within its contact centers. While progress was being made, the COVID pandemic introduced a number of new complications.
Hear from NAB’s Alex Kocher, Head of Technology, Assisted Channels – Contact Centre & Conversational AI, about how the bank embraced the challenges of migrating their technology services to the cloud-based platform Amazon Connect, while ensuring each of the independent business units were able to manage their own customer experience and monitor the success of the project. You’ll learn:
- How NAB pivoted to move over 2,000 agents to working from home within a 3 week period, while maintaining a focus on the transformation project that was well underway.
- How digitization of its contact center operations enabled the bank to redefine the ways they deliver exceptional customer experiences.
- How testing automation helped accelerate and assure the bank’s migration to Amazon Connect as a key milestone in their cloud migration strategy.