Introduction Retail bank customers are demanding more from their banks than ever, including: • Real-time 24/7 access to transactions, data and accounts • The flexibility to move between branches, contact centers, automated teller machines (ATMs), mobile devices and online banking without losing workflow and service capabilities • Better service at all channels, not just branches and call centers • Good rates for products and services (consumers will move funds to high-yield, onlineonly savings accounts to get good rates) To meet these demands, banks must focus their staffs and channels on customer sales and services to deliver flexible services more effectively, quickly and inexpensively. CBA is one of the four major banks in Australia, with approximately US$300 billion in assets. It provides retail, commercial and investment banking services, and insurance products and services. In the early 2000s, CBA — like many banks — had old front-office applications and hardware. However, CBA customer satisfaction surveys also showed a problem — customers weren't happy, especially with their inability to obtain a single view of their accounts and data. The Challenge In 2003, CBA decided to excel at customer service. To achieve this goal, CBA focused its business and IT resources on multichannel integration. In doing so, CBA saw an opportunity to fix broken customer-service processes at the branch, contact center and some online banking channels, and to replace aging branch hardware and systems. The multichannel integration project and resulting, self-developed solution is called Commonwealth Bank Service Excellence Everyday (CommSee). With CommSee, the bank sought to surmount key challenges by: • Identifying the business requirements to deliver customer service processes that satisfied customers while avoiding the pitfalls of past customer relationship management (CRM) projects • Creating and deploying an in-house solution that fixe

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