Australia's Big Banks Embrace RTIM; Commonwealth Leads Market

20 June 2024

Most of Australia's Big 4 banks are using Real-Time Interaction Management (RTIM), which drives several results, including higher NPS and greater loyalty. Pegasystems and SAS dominate. Westpac is the only Big 4 bank not to run Pega and wrote off $70m attempting to build an in-house sollution called In the Moment and now uses Adobe Journey Optimizer. Commonwealth Bank is the market leader for real-time interaction management (RTIM). It has 10 years of experience using Pegasystems and it's customer engagement engine makes 53 million calls a day. The bank runs thousands of experiments simultaneously. -