Transforming the customer journey by Cameron Clyne, Chief Executive Officer, National Australia Bank

When I became Chief Executive Officer (CEO) of National Australia Bank (NAB) in 2009, the world was experiencing the biggest global downturn since the great depression. Banks were not viewed favourably in the community, and while we attempted to point to other countries to show the dire consequences of a low-regulated banking system, the community sentiment towards Australian banks dropped to record levels.