PNC: Compelling, data-driven customer experiences

PNC: Compelling, data-driven customer experiences

In spite of the recent financial crisis, PNC has maintained a sound capital position and doubled in size due to acquisitions. Still, PNC had greater aspirations. PNC decided it was time to reevaluate its brand identity and examine what type of marketing company it wanted to become. PNC’s #1 Goal: Build a compelling customer experience.

PNC set out to build a compelling customer experience with data, analytics, and customer insight at its core. The result: the Customer Interaction Management (CIM) System, which provides a 360° view of the customer and is built on Pega technology. Features include:

  • Centralized decisions
  • Real-time decisions
  • Adaptive learning
  • Two-way conversation

"Decisioning happens in one central place, making it easy for PNC to provide a consistent customer experience across all channels."

John DeMarchis, Senior Vice President, Customer Management, The PNC Financial Services Group

Customers are happy, employees are happy. It’s a win-win for PNC:

  • Increased revenue
  • Improved customer experience
  • An “A” for online marketing
  • Increased employee enthusiasm & productivity

With Next Best Action marketing capabilities from Pega, it will be easy for PNC to update and enhance their offerings in the future.

Go Beyond the Campaign

Go Beyond the Campaign

Pega's revolutionary Next-Best-Action predictively delivers customer-centric offers that lead to...

Next Best Action

Next Best Action

Optimize customer value with Next Best Action.