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Case Study

Rabobank increases click-through rate by 4X

  • Unify customer experiences across physical and digital channels
  • Shift from segments and campaigns to one-to-one customer engagement
  • Leverage adaptive models to improve next-best-action performance

"If you look at the numbers now going through Pega CDH (Customer Decision Hub), they're quite staggering if you stop to think about it. We are now at 1.5 billion interactions [per year] going through Pega. So that's four million a day...It’s super important that no matter who you talk to or the channel you're interacting with recognizes you and your intent as soon as possible."

Finbar Hage Executive Vice President Digital, Rabobank

The Business Issue

Rabobank, a global leader in food and agricultural financing as well as sustainability-oriented banking, is the second largest bank in the Netherlands, but second-to-none when it comes to providing a world-class customer experience. Already well known for their local presence, Rabobank’s goal was to deliver the same, banker-level, personalization across their digital channels as well. However, with legacy technologies and a segment and campaign go-to-market approach, they lacked the flexibility and agility required to deliver on their one-to-one promise.

The Solution

Using Pega’s Customer Decision Hub on Pega Cloud®, powered by AWS, Rabobank unified the customer experience across the app, web, online banking, and call center – leveraging AI and machine learning to detect and understand customer needs, then deliver a relevant next-best action accordingly.

With their one-to-one approach in place, Rabobank is able to use real-time personalization to have a continuous dialogue with their customers, regardless of the channel – maximizing customer lifetime value and decreasing service costs.

Rabobank already personalizes more than one billion interactions each year, and plans to double that number.

The Results

  • 4X Increase in click-through rate
  • 1.5 billion personalized interactions per year, 4 million interactions per day
  • 98.7% of all interactions are fully digital
  • Zero downtime with Pega Cloud

Related Resources

Read this to understand the principles of one-to-one personalization

How to begin your digital transformation journey

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Industry: Financial Services Product Area: Customer Decision Hub Solution Area: Customer Engagement