Why the Commonwealth Bank of Australia Opened Up to Customers about Credit Card Risks

A bank’s decision to experiment with being more transparent with about credit card drawbacks might help customers make better choices, but would those choices come at the expense of bank performance? Harvard Business School Professor Leslie John joins Brian Kenny to discuss the case, “Commonwealth Bank of Australia: Unbanklike Experimentation” and ideas related to her new book, Revealing: The Underrated Power of Oversharing. They explore the benefits and potential drawbacks to the bank “oversharing” information with customers.

You can listen to Why the Commonwealth Bank of Australia Opened Up to Customers about Credit Card Risks online on Radio and Podcast. Open the player on this page to stream the available audio.

Why the Commonwealth Bank of Australia Opened Up to Customers about Credit Card Risks is an episode from Cold Call by HBR Presents / Brian Kenny.

This episode is 25:02 long.

This episode was published on Mar 3, 2026.

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