How Scotiabank Improved Customer Engagement in Online and Mobile Channels with an Agile Customer Decision Hub
- Jim Saleh, Senior Director, Process Automation Center of Excellence, Scotiabank
"The idea is that you're actually building robotic decision capabilities that are always present, always on and always feeding timely information to our clients and to our service and sales agents."
- — Jim Saleh, Senior Director, Process Automation Center of Excellence, Scotiabank
Scotiabank, through its Rapid Innovation Labs, is playing a leading role in redefining banking for the digital age. Scotiabank aims to provide a seamless, personalized experience to its retail customers. Using an agile methodology, Scotiabank deployed the Pega Customer Decision Hub in order to increase speed to market for delivering contextual Next Best Actions for Scotia Online and Mobile channels. Pega is a key part of Scotiabank's Digital Transformation initiative that aims to upgrade technology and provide multiple channels for banking services in a rapid delivery format.