Nationwide Building Society doubles customer engagement

At nationwide. We are on a big transformation journey across a lot of our platforms. We want to make banking fairer for and rewarding for our members. So that's the that's the intention. Overall, being a mutual, we are owned and run by our members. We don't have shareholders. Everything we do is about our customers. When the organization does well, they benefit. Everything was legacy. Batch based decisioning was quite manual. So we actually took a step back, looked at the whole target architecture. We overlaid our existing capabilities and gaps in certain areas. So we were very clear from the start what capabilities we have to go after. We started procurement process to go and find the best marketing technology tools out in the market. And pleased to say that we landed on Pega's customer decisioning hub. Came out top in terms of decisioning and best actions and outcome driven approach.

A lot of the other organizations have evolved from different platforms. Usually it's an upgrade to an existing platform, whereas for us it was like a complete end to end implementation. The way we have plugged into our channels directly is also quite different from from what we see outside in the market. We made our main hub for storing all the data, both batch and real time, to deliver the next best outcome for customers. Now, if a customer comes looking for a loan, we are able to ingest that signal in milliseconds. Push it into Pega. We were showing more of the right things at the right time, in the right channel, the kind of basic principles of CRM, but done in a much more sophisticated way. Through Pega CDH, we saw around 100% increase in engagement. In terms of outcomes. We've seen a 20% increase in value back to the business as well. So really, really pleasing to see and exceeded expectations, knowing that you are doing something that is driving better outcomes for your customers when you are a very customer centric organization is super rewarding for for me personally, but I know for the rest of the team as well.