FSI203: NAB: Transforming customer experience with data and machine learning

National Australia Bank (NAB) has more than 160 years of customer and banking data at its disposal. But the bank faced the challenge of harnessing this asset to enable its contact-center team to provide rapid and engaging experiences to its customers while maintaining their privacy and security. Come learn how NAB lowered operational costs and transformed customer experience by transitioning hundreds of retail, corporate, and institutional contact-center professionals to Amazon Connect. This session also shares NAB's approach to building a centralized enterprise data lake and applying machine learning to further engage customers and drive the bank's multichannel strategy.