Session: Customer Case Study
Royal Bank of Canada Launches Its Disputes Management Journey with an MVP in Just 90 days
Date and Location
Jonathan GordonDirector, Digital Operations TechnologyRBC
Micheal LambertSr Director & Journey LeadRBC
Deepak TiwariManaging DirectorEY
Royal Bank of Canada (RBC) needed to improve its client and agent experience in disputes management. RBC and EY promptly defined a goal for an MVP: Set the program in motion through a series of small releases, delivering business benefits quickly by mobilizing all functions. RBC adopted Pega Smart Dispute™ to implement end-to-end Visa and Mastercard disputes for fraud and non-fraud credit card and debit transformation. Join this session to learn how they ultimately deployed multiple major/minor releases using an agile delivery approach that supports dispute intake through web self-service and faster resolution via straight-through processing – all to drive better agent and customer experiences.