Brandhook

Delivering on your promises lies at the heart of authentic customer experiences and that’s exactly what the CX team at banking giant, NAB, is striving to do. In this latest podcast, CX team members, Sarah Graham and Donna Hutchison, share their views on what makes a great experience to them personally, and how a seamless promise and continuous improvement are key. Sarah Graham is the head of customer experience initiatives at National Australia Bank. With over 20 years’ experience solving business problems across a variety of industries including financial services, utilities, government, education and health. Sarah has now shifted her focus from solving business problems to those encountered by customers and has spent the last four years at NAB leading a customer obsessed team identifying and removing customer frustrations and working to improve the overall experience customers have with NAB. Donna Hutchison is the general manager of customer experience at National Australia Bank. She has been a NAB cu