Customer engagement up 40%.
Costs down. Agility up.
A digital transformation programme that modernised core banking systems, automated operational processes, and rebuilt customer-facing channels — cutting costs while lifting engagement across the board.
customer engagement
costs
adoption
deployment
Client
A top-tier Australian financial institution, named anonymously as the source describes it.
Goal
Drive rapid digital transformation across the bank by optimising technology strategy and enhancing customer engagement, to improve competitiveness and support long-term growth.
Legacy infrastructure was holding the bank back.
Outdated systems limited how fast the bank could move. Every new product or process had to work around infrastructure that wasn’t built for it, and that constraint was starting to show up in the cost base and the customer experience alike.
Meanwhile, expectations kept rising. Customers wanted seamless, personalised, digital-first banking, and fintech entrants were setting the pace. Standing still on legacy technology meant losing ground on both cost and competitiveness at the same time.
Three constraints were non-negotiable:
- Legacy systems limiting agility and innovation
- Rising customer expectations for digital-first service
- Fintech entrants disrupting the competitive landscape
A full-stack modernisation, not a patch job.
The programme started with a structured roadmap covering the whole transformation, from core infrastructure to the customer-facing layer, rather than treating any one system in isolation.
Modernise the infrastructure and the customer experience improves as a direct result, not as an afterthought.
On the operations side, intelligent automation was introduced to streamline processes and take cost out of day-to-day service delivery. Core platforms were upgraded in parallel, giving the bank the scalability and agility to ship new digital services faster.
On the customer side, new digital channels and self-service tools were deployed to make banking more accessible and to strengthen every interaction — the piece that ultimately drove the engagement uplift.
Engagement up, costs down, agility unlocked.
The transformation paid off on both sides of the ledger: lower operational costs and a stronger competitive position, plus a 40% increase in customer engagement driven by better digital channels and self-service tools. The bank came out of the programme faster to market and better placed against fintech disruption.
* Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.
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*Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.