Dreamforce Special: What’s the one big thing driving CRM and AI approaches at NAB?
With NAB halfway through the transition to their new CRM, Charlotte Cadness, Executive in NAB's Digital Data Analytics Division, says they’re already seeing the wins. Having retail and business bank employees working on the same platform, they’ve gained a powerful, 360-degree view of the customer.
NAB’s approach to AI is also focused on improving CX, within a strong risk framework. That means employees can better understand the tools within that framework, and in the context of data ethics and privacy.
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Charlotte Cadness
Executive Digital - Business & Private Banking and Corporate & Institutional Banking, Group COO at NAB
Charlotte Cadness is Executive Digital - Business & Private Banking and Corporate & Institutional Banking, Group COO at NAB. Charlotte has a proven track record with over 25 years’ experience as a highly adaptable and driven executive for ASX-listed and multinational organisations. With a consulting background and in-house corporate experience across multiple functional areas, Charlotte has led the transformation of complex businesses through various executive roles. She adopts a strategic and innovative approach, empowering teams to deliver operational excellence and customer success. Charlotte believes that a collaborative, diverse and inclusive company culture is the foundation for performance driven and sustainable results.