- Forrester Councils
- Councils Overview
- log in
Posted by Benjamin Ensor on February 29, 2012
There are a number of firms that we watch closely at Forrester because they stand out for sustained innovation. Behind the technology giants like Google and Apple, there are a number of established firms that are using technology to adapt rapidly and successfully to changing customer behaviour and needs. One of them is Commonwealth Bank of Australia. Over the past four to five years CommBank has introduced a series of digital innovations to serve its customers better including:
What lies behind all this innovation? Culture and leadership. As my Aussie colleague Steven Noble wrote in his research on The eBusiness Innovation Imperative, the General Manager of NetBank (Online Banking) at Commonwealth Bank of Australia works to a target of creating two breakthrough innovations per year.
So I'm absolutely delighted to announce that Drew Unsworth, the General Manager of NetBank at CommBank and one of the leaders behind all this innovation, will be one of the keynote presenters at our eBusiness and Channel Strategy Summit in London on May 23rd.
Here's how he describes his outlook on eBusiness and why I think you'll want to come and hear his perspective:
"I get excited about online because its where you can have an idea in the morning, execute in the
evening and bask in the results the next day. At Commbank we have done some pretty cool stuff,
taken heaps of calls out of our contact center, made payments really easy, reduced lots of costs
around print and postage, stopped customers getting ripped off by fraudsters and created a great
I don't think there's an eBusiness executive out there who wouldn't like to be able to say the same thing. So I hope you will be able to join us on May 23rd to hear Drew share lessons from his experience. There are details of the Summit here, or you can follow the Summit on LinkedIn here. I look forward to seeing you there. (If you can't wait, Drew's own blog is here, with video of course.)