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Customer Journey Tour - Business Servicing

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Customer Journey Delivery Centre

11.609

700 Bourke Street

Docklands, VIC 3008

Australia

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NAB is re-imagining customer experience in a revolutionising way. Take a sneak peak into our Customer Journey Tours.

Your tour will start in the Delivery Centre (11.609) where you'll get an overview of journeys, people and culture as well as a general idea of agile methodology. Please arrive promptly. You'll then move on to Business Services Customer Journey room. (6.607)

Business Servicing - 'I have a service request related to my Business Accounts'

Once Business Account customers have opened accounts with us, the quality of service interactions they experience with us is critical to our positive relationship with them. This journey team has prioritised five service events that comprise of more than 60% of service request volumes and in Sprint 1, it aims to deliver improvements to the handling of these events. Servicing is defined as interactions that are no-sales, non-fulfilment and not depenedant on credit-decisioning.

What are Customer Journeys?

A Customer Journey is the complete sum of experiences that customers go through when they interact with us. "Customer Journeys" refers to the 15 individual journeys scheduled over the next two years that will significantly improve the standard of our customers' experiences, help drive positive NPS and increase our internal efficiencies.

"A customer journey describes [the customers'] end to end experience with us through their eyes. We consider our customers' needs in their words (e.g. 'I need to accept card payments') and look at the interactions across all of NAB's divisions, channels and systems. This helps us identify their needs at every stage and make improvements that will have the greatest impact on their experience with us." Antony Cahill

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Location

Customer Journey Delivery Centre

11.609

700 Bourke Street

Docklands, VIC 3008

Australia

View Map

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