ANZ has announced a significant leap in its digital transformation journey, deploying Salesforce’s Agentforce 360 platform within its new Customer Relationship Management (CRM) tool.
The move marks ANZ as the first bank in the APAC region to implement this specific agentic AI technology at scale.
The deployment is a cornerstone of ANZ’s 2030 Strategy, which aims to create a “simpler, faster bank” by prioritizing customer outcomes and employee experience (EX). By automating routine tasks and streamlining data access, the bank intends to empower its workforce to focus on high-value customer interactions.
Consolidating the Tech Stack
The new CRM replaces a fragmented legacy environment, successfully consolidating data from 20 different platforms into a single, intuitive dashboard. This move significantly reduces the “swivel-chair” effect, where bankers previously had to navigate multiple systems to gain a complete view of a client.
By integrating Salesforce’s industry-leading agentic AI, the platform moves beyond traditional AI—which typically only surfaces information—to a model that carries out proactive, value-adding tasks. Bankers can now access real-time account summaries, a feature expected to save each banker approximately one working month per year. Additionally, a new chat interface has been introduced to make data retrieval more insightful and user-friendly.
Clare Morgan, ANZ Group Executive, Business & Private Bank, commented on the launch:
“Our new platform is a game changer – simplifying systems, saving time, and helping bankers focus on what matters most: building strong relationships and helping customers run and grow their businesses. It’s one of several major investments we’re making to uplift our frontline and deliver on our customer-first strategy.”
Boosting Banker Productivity
The rollout comes as ANZ prepares to increase its business banking headcount by nearly 50% by 2030. The technology is designed to act as a force multiplier for this growing workforce, using Agentforce to organize information, automate complex workflows, and visualize customer insights.
The agentic AI capabilities allow the CRM to handle multi-step tasks, enabling bankers to prioritize daily activities and manage data-driven leads more effectively.
Morgan added that the bank is also looking toward a broader digital overhaul for its SME clients:
“We’re also accelerating our digital roadmap, bringing forward the launch of the ANZ Plus front end for most small to medium business customers to late 2027. That means a more seamless, connected experience for our customers on a market leading platform. We know running a business is hard. Our job is to make banking easy and simple.”
A Feedback-Driven Evolution
The deployment follows a successful national rollout across ANZ’s business banking and frontline teams. To ensure the platform remains fit for purpose, ANZ is utilizing direct banker feedback to refine agentic actions and system outputs.
This technological investment reinforces ANZ’s position in the Australian market, following its recent recognition as Canstar’s Small Business Bank of the Year for the tenth time. By combining a larger human workforce with cutting-edge agentic AI, ANZ aims to set a new benchmark for CX in the business banking sector. For more information visit ANZ.