1759 - Customer 360 提升客户服务.pdf

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1、IBM TechXchange 2025 conference 1759 Customer 360 for improved customer service Jevon McIntoshVP IT&Innovation,Commonwealth Bank Ltd.Bala VaithyalingamGlobal Leader for Data&AI,IBMIBM TechXchange|2025 IBM Corporation1#IBMTechXchangeAgenda010203040506Business Background Business Initiatives/Problem S

2、tatementSolution Approach Customer 360 Solution Deep DiveSolution Benefits Q&AIBM TechXchange|2025 IBM CorporationWe have proudly operated in the Bahamas for+65 years,building deep roots in the communities we call homeWe manage over$2 billion in assets through a diverse portfolio of retail banking p

3、roducts.We serve more than 260,000 clients across 12 locations throughout The Bahamas.We employ+600 team members,all based in The Bahamas.Commonwealth Bank LimitedLeader In Personal Banking SolutionsIBM TechXchange|2025 IBM Corporation#IBMTechXchangePersonalized Experiences Hindered By Personalized

4、Experiences Hindered By Fragmented Customer KnowledgeFragmented Customer KnowledgeOur customer data was siloed across disconnected systemsmarketing,sales,service,and digital channels each hold pieces of the customer story,but no team had a complete view.DecisionDecision-Making Delayed by Incomplete

5、Making Delayed by Incomplete Customer InsightsCustomer InsightsWithout a single source of truth,we found ourselves wasting a lot of time reconciling reports and making strategic decisions based on incomplete insights rather than comprehensive customer intelligenceThe Business Case for IBM Match 360#

6、IBMTechXchangeNo Single Source of TruthCRMCRMContact InfoProduct HistoryE E-CommerceCommerceCart DataBrowse HistoryPurchasesMarketingMarketingEmail OptionsCampaign DataPreferencesSocial MediaSocial MediaInteractionsSentimentEngagementAnalyticsAnalyticsBehavior DataMetricsReportsService DeskService D