Case Study

OCBC reorients conversations to customer goals

  • Prioritized customer relationships by focusing on goals-based conversations instead of transactions
  • Implemented a complete omni-channel experience
  • Integrated 50+ legacy interfaces, providing customers the opportunity to seamlessly start/stop transactions on any channel
“We focused on the quality of the conversation and less about the speed. It so happened that we also increased the speed of the entire end-to-end journey.”

The Business Issue

OCBC seeks to continually improve its processes. The bank is committed to creating the best customer experiences – fully digitalizing its processes, driving end-to-end automation to reduce costs, and using data to better understand its customers. 

The latest step on its digital transformation journey is the Goal Based Advisory system, a wealth management tool based on an individual’s unique goals. By focusing on goals, rather than transactions, OCBC hopes to foster longer-term customer relationships.

The Solution

OCBC turned to Pega to create a complete omni-channel experience for Goals Based Advisory. The system will allow customers to declare their financial goals, and OCBC can then determine the right portfolio or set of products to recommend. 

Pega’s flexible architecture and scalability help OCBC deliver quickly and provide seamless, real-time customer experiences, even when interfacing with up to 50 legacy systems.

The Results

  • Implemented complete omni-channel wealth advisory system
  • Shifted focus of customer interactions from financial transactions to life goals
  • Achieved real-time customer service, seamlessly integrating 50+ legacy interfaces, 300+ online interfaces, 4000+ data fields

Related Resources

  • Learn how to put service first in banking.

  • Pega received the highest scores in 3 of 4 use cases in Gartner’s Critical Capabilities for the CRM Customer Engagement Center report.

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  • Industry: Financial Services
  • Product Area: Customer Service
  • Challenge: Customer Loyalty
  • Challenge: Customer Service