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PegaWorld Breakout Session

PegaWorld iNspire 2023: Royal Bank of Canada Launches Its Disputes Management Journey with an MVP in Just 90 days (Presentation)

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Royal Bank of Canada (RBC) needed to improve its client and agent experience in disputes management. RBC and EY promptly defined a goal for an MVP: Set the program in motion through a series of small releases, delivering business benefits quickly by mobilizing all functions. RBC adopted Pega Smart Dispute™ to implement end-to-end Visa and Mastercard disputes for fraud and non-fraud credit card and debit transformation. Join this session to learn how they ultimately deployed multiple major/minor releases using an agile delivery approach that supports dispute intake through web self-service and faster resolution via straight-through processing – all to drive better agent and customer experiences.

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Industry: Financial Services Product Area: Customer Service Topic: Customer Service Topic: Operational Excellence Topic: PegaWorld

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