Customer Centric Banking: Insightful Engagement Every Time

“Did you know that despite the increased use of digital channels, 42% of customers still prefer to receive customer support or assistance in a bank branch?”

    — CEB 2015 Customer Experience Survey

With the explosion of new digital sources of information, it has become difficult to attract the attention of increasingly digitally-oriented customers. At the same time, customer of all ages are still using live channels, and in some cases even prefer live channels; 42% of consumers prefer to receive customer support or assistance in the branch. Bank staff need to be able to understand and interpret the plethora of customer-driven behaviors in order to engage with them.

Meanwhile, leading banks are already using technologies like AI, predictive analytics, and process automation to drive insights from big data to enhance real-time conversations across in-person and digital channels.

Join experts from CEB and Pega to uncover:

  • Latest trends in digital and in-person consumer behaviors and purchase decisions
  • Best practices for engaging with customers in a world averse to cross-selling
  • Short-term steps to achieving long-term enterprise data management and governance

Creating Win/Win Relationships With Customers

Driving insightful and smart interactions with customers is top of mind for banks. Download this report to learn how to:

  • Understand customer behaviors and help them stay on track
  • Provide employees the tools to serve customers
  • Restructure metrics of success and employee incentives


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