Omnichannel experiences, with real-time personalization

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.

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.

Rabobank already personalizes more than one billion interactions each year, and plans double that number. 98.7% of all interactions are fully digital and they are seeing a 4X increase in click-through rate. Watch this video to learn how Rabobank is leading the charge on personalized customer engagement.