PegaWORLD 2015: Royal Bank of Scotland: Decisioning, Data and Analytics Builds a True Customer-Centric Bank (Presentation)

RBS aims to be #1 for customer service, trust and advocacy in the UK by 2020. To do this, the bank will build a central decisioning capability using Pega to transform insights into actions to deliver contextual, relevant, service touches to the right customers, in the right channel, at the right time. During this session, we will explain our plans to change our culture to achieve these core objectives which will dramatically alter the organization’s fundamental engagement with customers.


  • Andrew McMullan, Director of Analytics & Decisioning Personal & Business Banking, Royal Bank of Scotland