Australia and New Zealand (ANZ) Banking Group is deploying Salesforce’s Agentforce 360 within a new AI-powered CRM platform it is rolling out across its business banking teams.
The platform sits at the heart of ANZ’s push to simplify how bankers work and improve day-to-day experiences for business customers. Replacing a legacy system, the new agentic AI CRM pulls data from 20 separate platforms into a single dashboard, cutting down the time bankers spend switching between systems.
For frontline teams, that means less admin and more time with customers. The rollout also supports ANZ’s broader 2030 Strategy, which it said aims to create a “simpler, faster bank which puts customers first.” As part of that plan, ANZ is set to increase its business banking workforce by nearly 50 percent by 2030, with the new CRM platform expected to lift productivity and capability.
The deployment of Agentforce follows a national rollout of the new CRM across ANZ’s business bankers and frontline teams, laying the groundwork for more advanced automation and AI-driven workflows.
Rather than just providing information, the system is designed to leverage Agentforce’s agentic AI capabilities to take action. Bankers can access real-time account summaries, which is expected to save around one working month per banker each year, and use a new chat-style interface to quickly search for and interact with customer data.
ANZ Group Executive, Business & Private Bank Clare Morgan said the new platform will change how bankers manage relationships and support customers, “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. 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.”
ANZ said banker feedback is shaping how the platform continues to evolve, with agentic actions and outputs refined over time based on frontline use.
From Systems of Record to Systems of Action
ANZ’s move reflects a broader shift in how CRM platforms are evolving across financial services. Traditional CRMs were largely systems of record, designed to store customer data and log interactions. More recently, they became systems of insight, using analytics and dashboards to help relationship managers make better decisions.
Agentic AI marks the next step in that evolution. Instead of waiting for humans to interpret data and decide what to do next, agentic systems can execute tasks, orchestrate workflows and proactively support outcomes. In banking, that includes preparing account summaries, surfacing relevant opportunities, prioritizing leads and coordinating follow-up actions across channels.
This shift is also closely tied to the rise of hybrid work. As financial services employees increasingly collaborate from multiple locations, banks have had to adopt technologies that support seamless access to information, consistent workflows and real-time collaboration regardless of where staff are located. Cloud-based, agentic AI-enabled CRM platforms help ensure relationship managers have the same context and capabilities whether they are in the office, working remotely or meeting customers on site.
For financial institutions facing margin pressure, rising customer expectations, and growing regulatory complexity, agentic CRM platforms promise to reduce operational friction, improve consistency and allow frontline teams to focus on higher-value, relationship-led work, without increasing headcount at the same rate.
From a customer experience standpoint, this shift has the potential to make interactions feel more informed, timely and joined-up. Customers spend less time repeating information, while bankers are better equipped to anticipate needs and respond quickly.
At ANZ, Agentforce supports the automation of routine tasks, organizes information, and streamlines daily workflows. By handling more complex, multi-step activities, the CRM helps bankers prioritize work, visualize customer insights, and focus on meaningful conversations.
