Gartner Research

Case Study: Commonwealth Bank of Australia's CommSee Is a Framework for Achieving Business Goals

Published: 28 June 2007

ID: G00147839

Analyst(s): Stessa Cohen

Summary

Using Gartner's framework for the application integration approach to multichannel integration, Commonwealth Bank of Australia reversed customer dissatisfaction and gave customers what they wanted: a single view of their accounts.

Table Of Contents
  • Overview
  • Introduction
  • The Challenge
  • Approach
    • Selecting a Multichannel Integration Approach
  • Creating the Framework
    • Branch Renewal
    • Development of CommSee Framework
  • How CommSee Is Used
  • Implementing Multichannel Capabilities
  • Results
  • Critical Success Factors
  • Lessons Learned

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