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Session: Customer Case Study

NatWest: Creating Significant Customer Lifetime Value with Hyper-personalized Messaging

Date and Location

June 12, 2023, 3:15PM - 4:00PM PDT
Chairman's Ballroom 359


  • Fiona Kirk
    Head of Customer Decisioning
  • Matthew Camuso
    Senior Product Marketing Manager

NatWest Group is a long-time user of Pega Customer Decision Hub™. With a highly effective next best action (NBA) decisioning program, NatWest now has connected 30+ channels and pioneered the use of decisioning for outbound and trigger-based decision-making. With its latest innovations, NatWest can now integrate real-time streaming events and use them as fuel to deliver hyper-personalized messages in-channel, just seconds after a customer interacts with the brand. Whether that customer is getting an online quote, applying by phone, banking in the app, etc., when they’re done, Pega instantly re-calculates their next best action and reaches out to do follow-up, streamline the call to action, or complete the transaction. See how NatWest has used this always-on approach to generate significant lift in response, customer satisfaction, and customer value across the entire engagement program. By joining this session you’ll get insight into many of the potential use cases for Pega Customer Decision Hub in banking and the value that real-time NBAs can deliver – both for brands and for customers. 

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