OCBC - Building Lasting Relationships with a Superior Customer Experience

This video explains how OCBC, rated as the world's strongest bank, delivers a superior customer experience with its Pega-based application called ROME (Relationship Opening Made Easy). Using Pega, OCBC built and trialed new processes with their customers and staff to automate manual steps and refine each interaction through the life-cycle of customer engagement. ROME delivers a unique shared experience that both customers and staff are enthusiastic about. As a result, OCBC has increased customer satisfaction ratings to 40% above their competitors.


  • Product Area: Customer Service
  • Product Area: Onboarding
  • Industry: Financial Services
  • Topic: CRM
  • Topic: Customer Service
  • Challenge: Sales Effectiveness

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