Royal Bank of Scotland Continues to Drive a Cultural Change with Full Focus on Excellent Customer Service

RBS selects decisioning and analytics from Pegasystems to help it reach its goal of becoming the number one UK bank for customer service

ORLANDO, Fla. & READING, UK – June 9, 2015Pegasystems Inc. (NASDAQ: PEGA), the software company empowering the world’s leading enterprises with strategic business applications, has been selected by Royal Bank of Scotland (RBS) for customer decisioning. RBS will use Pega to ensure every customer interaction is consistently personalised, relevant, and contextual across all journeys and channels. The capability to serve customers this way is a key component in achieving the bank’s stated aim of becoming the “best bank for customer trust, advocacy, and service by 2020.”

RBS is based in Edinburgh, Scotland and services 17 million customers in the UK & RoI with personal, business, private banking, and corporate finance services. The Bank will use Pegasystems applications to leverage big data, predictive analytics, and real-time decisioning to deliver the right insight into every customer interaction in every channel. The ability to respond with speed, agility, and accuracy in a highly automated way using everything the bank knows about its customers will allow the bank to respond quickly to changing customer demands, improve its customer service, and build deeper customer relationships.

In today’s customer driven environment, banks struggle to provide services that are simple, trustworthy and valuable across personal, business, and corporate lines. Successful customer engagement must provide a personalised experience based on customer interest and needs, and everything the bank knows about its customers. Interactions also need to adapt in real-time, as the context of the customer changes based on a Tweet, interaction with a mobile app or as a customer changes location.

Quotes & Commentary:

Christian Nelissen, the Bank’s Head of Data and Analytics, says: “Every time we interact with a customer, whether that is face-to-face or online, we want to be able to influence that conversation using everything that we know about our customers. We want to really help customers get the most out of their banking relationships and step in to help when we see them struggling with something. Using Pega software, we have come a long way, and we are now ready to make the next investment in our capability. To achieve our ambitions, we need a highly automated application that is resilient, robust, and able to rapidly analyse data and manage high-volumes of inbound and outbound traffic.”

Alan Trefler, Founder and CEO of Pegasystems said, “RBS is taking a strategic approach to becoming a bank of the future by focusing on enhancing its customer relationships. It’s an honor to be part of their journey.” If you wish to know more about how RBS is using data and analytics to personalize customer interactions, Christian Nelissen will be describing the bank’s journey as a keynote speaker at PegaWORLD on June 9th, 2015, which can be viewed live here. Following this keynote, a video of his presentation will be available on

About The Royal Bank of Scotland

RBS is a UK-based banking and financial services company. Headquartered in Edinburgh, RBS operates in the United Kingdom, Europe, the Middle East, the Americas and Asia, serving over 24 million customers worldwide.

RBS provides a wide range of products and services to personal, commercial and large corporates and institutional customers through its two main subsidiaries, The Royal Bank of Scotland and NatWest, as well as through a number of other well-known brands including Citizens, Ulster Bank and Coutts.

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Jon Brigden
Pegasystems Ltd
Twitter: @pega

Daniel Couzens
onechocolate communications


About Pegasystems

Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s adaptive, cloud-architected software – built on its unified Pega Platform™ – empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. Over its 35-year history, Pega has delivered award-winning capabilities in CRM and digital process automation (DPA), powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results. For more information on Pegasystems (NASDAQ: PEGA) visit

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.


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Joanna Richardson
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Jon Brigden
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+44 (0) 118 9398 584

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