Getting Intimate with CX Ep7: Banking on more than money

Donna Hutchison and Sarah Graham, NAB

Donna Hutchison and Sarah Graham, NAB

Delivering on your promises lies at the heart of authentic customer experiences and that’s exactly what the CX team at banking giant, NAB, is striving to do.

In this latest podcast, CX team members, Sarah Graham and Donna Hutchison, share their views on what makes a great experience to them personally, and how a seamless promise and continuous improvement are key.

Sarah Graham is the head of customer experience initiatives at National Australia Bank. With over 20 years’ experience solving business problems across a variety of industries including financial services, utilities, government, education and health.  

Sarah has now shifted her focus from solving business problems to those encountered by customers and has spent the last four years at NAB leading a customer obsessed team identifying and removing customer frustrations and working to improve the overall experience customers have with NAB.

Donna Hutchison is the general manager of customer experience at National Australia Bank. She has been a NAB customer since she was 7 years old and with over 15 years of experience in the banking industry in roles covering strategy, corporate finance, treasury and wealth management she is loving the opportunity to put these skills to good use in improving the experience for NAB’s customers.

In her currently role, Donna has accountability for embedding a culture of customer advocacy at NAB via the Net Promoter System, which includes using customer data and insights to improve advocacy by investing in the interactions and moments that matter most to customers.

Distributed through CMO from IDG, this 11-part podcast series by BrandHook explores customer intimacy, what makes a great customer experience and which brands Australian leaders think are doing it well. It does this by asking leading brand makers 7 key questions about what makes excellent CX tick.

 

 

Featured Whitepapers

State of the CMO 2020

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Latest Videos

More Videos

yes AI should be a course so many People Use AI https://g-techsolutions.com...

M Abdullah Khan

Is AI on course to take over human creativity? - Modern creative - CMO Australia

Read more

Extremely informative. One should definitely go through the blog in order to know different aspects of the top retail technology.

Pooja Gupta

Donut King takes in-store marketing to the next digital level

Read more

this is very benefit for us we can through all the thing in this and its very benefit for city personhttps://g-techsolutions.com...

M Abdullah Khan

What does the Oculus Rift launch mean for marketers?

Read more

as we all known AI is very spread and alot of companies used ai and we take alot of work from AI https://g-techsolutions.com...

M Abdullah Khan

Making sense artificial intelligence - Food for thought - CMO Australia

Read more

virtual marketing have as much benefits as also disadvantageshttps://g-techsolutions.com...

M Abdullah Khan

The ethical debate facing marketers around virtual reality - Data-driven marketing - CMO Australia

Read more

Blog Posts

Brand storytelling lessons from Singapore’s iconic Fullerton hotel

In early 2020, I had the pleasure of staying at the newly opened Fullerton Hotel in Sydney. It was on this trip I first became aware of the Fullerton’s commitment to brand storytelling.

Gabrielle Dolan

Business storytelling leader

You’re doing it wrong: Emotion doesn’t mean emotional

If you’ve been around advertising long enough, you’ve probably seen (or written) a slide which says: “They won’t remember what you say, they’ll remember how you made them feel.” But it’s wrong. Our understanding of how emotion is used in advertising has been ill informed and poorly applied.

Zac Martin

Senior planner, Ogilvy Melbourne

Why does brand execution often kill creativity?

The launch of a new brand, or indeed a rebrand, is a transformation to be greeted with fanfare. So why is it that once the brand has launched, the brand execution phase can also be the moment at which you kill its creativity?

Rich Curtis

CEO, FutureBrand A/NZ

Sign in