Innovative Technology Drives Customer Success and Cost Reduction at JPMorgan Chase

Hear from Lester Owens, Managing Director and Global Head of Treasury Services Operations, how JPMorgan Chase has leveraged Pega to implement a global operating model for enhancing the client experience while driving efficiencies, reducing operational risk and reacting rapidly to market and regulatory changes.

HSBC Delivers Outstanding Client Experiences with Better Self-Service Worldwide

Greg Toyn, Global Programme Management, HSBC discusses how the bank has implemented Pega's Web self-service capabilities as part of its successful Global Payments Investigations (GPI) project to deliver best-in-class service, reduce operational costs and eliminate inconsistencies and redundancies.

Client-Focused Exceptions and Investigations Service at Standard Chartered Bank

Using Pega solutions for exceptions and investigations that provide quick-start, pre-defined best practices, Standard Chartered Bank has empowered clients with the ability to perform their own exceptions research, initiate and track investigations.

SunTrust Rapidly Delivers a Solution for High Quality Wealth Account Opening

Trace Fooshee, Vice President, Business Process Lead at SunTrust, discusses how SunTrust has used Pega's new business solution to rapidly implement an account onboarding application for its private wealth group. Advisors report that the application is "awesome", enabling them to spend more time with clients, cultivate relationships and develop leads.

RBC's Multi-Channel Solution for Inquiry Management Delivers a High-Quality Customer Experience at Lower Cost

Using Pega to create a single system for managing client inquiries across channels and lines of business, Royal Bank of Canada has dramatically improved the quality and efficiency of the bank's inquiry management operations. Time to resolution for basic inquiries has dropped from 5 days to 30 minutes; duplicate requests have been eliminated, leading to a 20% reduction in the volume of requests submitted to the back office; RBC is making better use of resources; and built-in SLAs enable service representatives to make – and keep – service commitments to clients.

RBS Delivers Customer Centricity with Pega Next Best Action

Hear from Tim Crick, Head of Customer Contact Architecture at Royal Bank of Scotland (RBS) how the bank leverages Pega decisioning to power its customer-centric strategy. RBS delivers personalized annual summaries of each customer's product holdings that contain up to 20 Next Best Action recommendations tailored to the customer. Pega also generates personalized real-time offers and actions for online banking customers using business-defined and managed rules to support the bank's multi-channel interactions.

TD Visa Reduces Dispute Resolution Time by 70%

TD Visa’s service operation supports multiple cardholder requests, including dispute and fraud claims.  With a new servicing “backbone” driven by Pega, dispute and fraud processes are now far more efficient.  Issues that cannot be resolved at the call center are automatically routed the right staff member along with the appropriate case data, eliminating paper-based processing and manual re-keying.  Full integration with core processing, VISA, and other service fulfillment systems provides complete transparency. Now, 30% of all dispute cases are processed without human intervention, and the average resolution time for disputes routed to back-office personnel has been reduced by over 70%, dropping to an average of just 24 hours as opposed to more than 3 days.