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Partnerships Partnerships


Delivering Personalization at Scale

Transform customer interactions with AI while increasing performance and reducing costs.

  • 27 May, 2020
  • 14:00 – 14:30 BST | 15:00 – 15:30 CET

Digital transformation is not new to the financial services industry, but it has recently gained pace across retail, private, and commercial banking.

Following the global financial crisis, the Royal Bank of Scotland (RBS) was in a hyper-competitive market and needed to work harder to attract and retain profitable customers.

With Pega, RBS has rebuilt its customer approach around the concept of “Personology,” leveraging real-time data and decisioning to present relevant next best actions to more than 17 million customers.Instead of only focusing on sales offers, RBS now uses everything they know about their customers to make sure every engagement is valuable, relevant, and timely.


James Dunlop

Head of Decisioning & Digital, Royal Bank of Scotland

James Dunlop leads Decisioning for Private Banking at Royal Bank of Scotland (RBS). James is an experienced professional who has worked with some of the biggest brands in British Financial Services.

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Steve Morgan

Senior Director, Industry Principal, Pegasystems

Steve is Pega’s Financial Services Industry lead for Europe. Previously, he was the COO for mortgages and for all retail and commercial lending at ANZ bank in Australia. Steve has led transformation programs in lending covering strategy, organization, and technology change.

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