Log in or become a subscriber

Commonwealth Bank Australia is in the early stages of "dynamic passive listening", to improve its people experience to the point where it's in the top 10% globally, a conference has heard.

"We've got two really bold ambitions that we're going after at the moment," CBA executive manager, culture and people experience insights Matthew Hull has told the recent Qualtrics X4 event.

On the one hand it is striving for a "customer-obsessed culture that drives a strong customer experience", with aspirations of achieving a customer Net Promoter Score of +30, on average across its business, in the next three years...