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PegaWorld iNspire
Virtual event
May 2022

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Session: iNsights & Solutions

Personalize Customer Experience with Next Best Conversations at Wells Fargo

Date and Location



  • Fleur Twohig
    Executive Vice President
    Wells Fargo
  • Miranda Campbell
    Industry Principal, Financial Services

Enterprises want to modernize the customer experience. Yet they struggle because they’re innovating on top of existing structures and processes, instead of retrofitting those processes to make experience-building a #1 priority. But what if they had the patience and discipline to study the problem, identify the stakeholders, and build a real consensus – all before they action?

In this session, Wells Fargo will share how it studied the market, comparing approaches and investigating alternatives. As the organization learned, priorities shifted away from traditional programs to more personalized experiences – using next best conversations to connect digital and physical channels – and armed front-line employees and channels with the insights needed to build deeper, more sustainable relationships.