BoQ Group top learning: digital curation

The Bank of Queensland (BoQ) has said one of its top key learning throughout its call centre cloud migration journey has been introducing digital curation.

Through digital curation, organisations can select, preserve, maintain and archive its digital assets.

BoQ is already to scale out its AI efforts following a trial of agent assist capabilities throughout its customer experience teams.

Stuart Moran, transformation and optimisation lead for the contact centre at BoQ Group told a recent Genesys Xperience Sydney audience that “it goes without saying that the test and learn approach has been fantastic” throughout its ongoing digital transformation efforts. 

“Another great learning has been introducing digital curation. The great thing about the tool is that it's able to be tuned. I like the analogy of tuning an instrument because it's a bit of a constant.

“Even developing the first bot flows, we put some dedicated team members into digital curation that's the role, how do we tune the instrument and make it better, faster, simpler.”

Moran said if the team “had our time again, I think that's been a real benefit because we've gathered really great learnings from real bankers and real customer insights at a small scale and we've flexed and we've changed and we've learnt.”

He said taking a “less Big Bang project approach and more small, agile tactical” approach “lets flex and get lots of continuous feedback from our users and from our customers.”

“We've definitely changed our approach. The best part about that learn is we're going to benefit that through real experience for the scale rollout.”

Moran also said BoQ is ready to scale out its AI efforts following a trial of agent assist capabilities throughout its customer experience teams.

The business initially underwent a BETA Trial of Genesys Agent Assist with a compact group of bankers, testing agent assist and auto summarization.

BoQ has also undergone a “significant business transformation” as BoQ focuses on becoming a “digital first bank” according to Moran. 

He said that BoQ is focussed on becoming a digital-first bank, “that basically involves bringing all of those banking platforms, all of the infrastructure that service to our customers and moving many of those applications to cloud-based.”

Moran explained, “That not only simplifies the organisation but makes it more digital over time and creates a lot more seamless digital interaction capability for all of our customers on all of our brands.”

“We could talk transformation for quite a long time. But as a key theme, those are some of the key strategic pillars”, Moran added.