How NAB has Unifi ed Front and Back Ož ce and Cashed in the Cheque For Customer Centricity

How NAB has Unifi ed Front and Back Ož ce and Cashed in the Cheque For Customer Centricity
NAB has eliminated siloes, especially between the front and back office, looking holistically to improve end to end process and think of the value chain organisation wide. It is using HCD and reimagining what the customer wants to reengineer process before implementing RPA.
In this presentation from SSOW Australia 2017, Renata Sguario, Head of Sales and Operations Shared Services, Latitude Financial, answers the key question: What role does the back office play in delivering customer centric service and how do you go about unifying them with customer facing divisions?

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