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Royal Bank of Scotland: Delivering Personalization at Scale

Following the global financial crisis of 2008, the Royal Bank of Scotland (RBS) was in a hyper-competitive market and needed to work harder to attract and retain profitable customers.

Watch the replay of this webinar and listen to James Dunlop, Head of Decisioning and Digital at RBS recall how they rebuilt their customer approach around the concept of "Personology". Using Pega, they have leveraged real-time data and decisioning to present relevant next best actions to more than 17 million customers allowing RBS to use everything they know about their customers to make sure every engagement is valuable, relevant, and timely.


Défi: Excellence opérationnelle Groupe de produits: Service client Thème: Transformation numérique
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