As one of Australia’s leading customer-owned banking organizations, P&N Group is committed to delivering personalized, customer-first experiences across every interaction. But with fragmented systems, legacy technology, and a growing need to innovate, the organization recognized an opportunity to reimagine how it empowered employees and served customers.

Join us for a discussion with Eric Wong, Head of Transformation and Technology, and Syed Ahmed, Head of Customer Engagement Platforms at P&N Group, as they share how the organization leveraged Genesys Cloud™ CX Cloud and Salesforce to unify customer engagement, streamline agent workflows, and accelerate AI-powered innovation. Through this transformation, P&N Group reduced average handle time by approximately 20 seconds per call, saved nearly 1,800 hours annually through intelligent routing, standardized 100% of call summaries, and enabled agents to save up to 15 minutes per day through AI-driven automation.

You’ll learn:

• How P&N Group modernized its customer engagement platform by bringing Genesys Cloud and Salesforce together through CX Cloud
• The role AI plays in reducing manual work, empowering agents, and delivering more personalized customer experiences
• How a unified customer view and intelligent automation improved operational efficiency and customer outcomes
• Best practices for implementing CX Cloud through a collaborative co-innovation approach
• Lessons learned and what’s next as P&N Group continues to expand its AI-powered customer experience strategy

During this live forum, you’ll have the opportunity to engage directly with the speakers, ask questions, and learn from their firsthand experience. We hope you’ll join us!