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Case Study

Coutts: Delivering world-class banking experiences at scale

  • Unified customer experiences across digital and agent-assisted channels
  • Leveraged real-time data and decisioning to create consistent and hyper-personalized interactions
  • Increased agility, responsiveness, and relevance during all client engagements.

“We don’t want to live in the past. Pega gives us the technology we need to be modern, contemporary, and relevant for our customers today.”

The Business Issue

Coutts, NatWest Group’s wealth management division, is one the oldest and most renowned banks in the world. It’s goal is to bring a personalized touch to banking and deliver tailored experiences during every client engagement.

However, Coutts is increasingly faced with growing competition in the wealth management market, disruptive macro trends, and more digital focus on client preferences and expectations. While clients received highly personalized in-person engagements, siloed systems and a lack of real-time customer data made it difficult to extend the same level of experience to digital channels such as email and web. To maintain its position, and better compete against an ever-increasing number of digital-native competitors, Coutts needed to deliver insight-driven, curated experiences for their clients at scale regardless of channel.

The Solution

Using Pega Customer Decision Hub, Coutts unified in-person and digital experiences, leveraging a centralized, real-time decision engine to power all of their customer engagements. By connecting cross-channel data and insights, Coutts was able to create a complete view of the customer, better identify each individual’s needs, then respond in real-time with an AI-driven next best action on their channel of choice.

The Results

By leveraging Pega’s Customer Decision Hub, Coutts has experienced:

  • 6X Increase in response rate
  • 140% Increase in client engagements
  • 60% reduction in offers
  • £177m incremental new business in first 3 months
  • 35-1 Return on Investment
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Industry: Financial Services Product Area: Customer Decision Hub
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