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PegaWorld iNspire
June 11-13, 2023
Las Vegas

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Session: Customer Case Study

Royal Bank of Canada Launches Its Disputes Management Journey with an MVP in Just 90 days

Date and Location

June 12, 2023, 3:45PM - 4:30PM
Premier Ballroom 317


  • Jonathan Gordon
    Director, Digital Operations Technology
  • Micheal Lambert
    Sr Director & Journey Lead
  • Deepak Tiwari
    Managing Director

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.