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

More whitepapers

Blog Posts

Why doing your job well is the key to innovation

The words ‘power company’ and ‘innovation’ probably don’t seem like a natural combination. In fact, when I first went for a marketing role with an electricity company, I semi-dreaded the work I thought I’d be doing.

Catherine Anderson

Head of marketing, Powershop Australia

The great unlearning: How brands can assist with the adoption of voice

Mainstream adoption of voice technology will be all about what consumers are learning not to do.

Ash Mustchin

Director, digital and experiences, Principals

Why getting intimate is key to creating a great customer experience

According to CMO’s State of the CMO 2017 research, 83 per cent of CMOs believe customer experience to be central to their role. An interesting stat considering few of us experience great brand experiences.

Pip Stocks

CEO and founder, BrandHook

'to lesson screen time'LOL someone needs a lesson on how to lessen typos.

Andrew Ward

Golden Circles invests in content play to drive brand purpose

Read more

Hey Nadia, interesting read. We have all read about what your chatbots should offer or have but haven't came across with anything about w...

Ashish K Jain

What not to do when building chatbots and voice-based brand interactions

Read more

There are some many other great solutions compared to the ones you listed here. Our clients left some of those and switched to MARA (getM...

Alexandru Rada

CMO's top 10 martech stories for the week - 9 June

Read more

Charming Shane. You know this is a public forum, right ?

Peter Strohkorb

​CMO Interview: Why aligning sales and marketing drives innovation at Konica Minolta

Read more

I agree customer intimacy is a great way of creating better customer experience. Especially in the Insurance and Financial industry. Her...

Jessicalopez1989

Why getting intimate is key to creating a great customer experience and optimising customer value

Read more

Latest Podcast

More podcasts

Sign in