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Case Study

How NatWest responded to COVID-19 with agility and empathy

  • Unified customer experience for 16 million customers across 25 channels
  • Built out customer decisioning to process 10 million next-best-action requests per day
  • Deployed and updated 50 next-best-action strategies within three weeks

"Pega has been a real asset [in helping us respond to COVID-19]. We’ve been able to identify customers who need help, then proactively reach out offering them support, and making them aware of what options are uniquely available to them."

The Business Issue

NatWest is one of the largest financial services organizations in the U.K. with around 16 million customers across the main business lines of personal banking, small business banking, and commercial and private wealth customers. With the COVID-19 pandemic, NatWest responded with agility by quickly deploying new and updating existing next-best-action strategies for a consistent and empathetic experience across channels.

The Solution

With Pega’s Customer Decision Hub, NatWest has helped customers during the global pandemic by delivering personalized next best actions across inbound, outbound, physical, and digital channels. For example, NatWest created dedicated lines of communication to health service professionals in the call-center and customized digital channels so that customers could receive the same level of experience without leaving their homes.

By centralizing their decisioning, data, and analytics, NatWest was able to make changes to its next-best-action strategies once then rapidly deploy those changes across all channels – ensuring that each customer experience is consistent and highly relevant to their current situation.

The Results

By leveraging the power of Pega’s Customer Decision Hub, NatWest:

  • Managed to keep over 90% of branches open
  • Seamlessly mobilized employees to work from home
  • Successfully delivered personalized communications across 25 channels
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Area prodotto: Customer Decision Hub Industry: Servizi finanziari Sfida: Customer Engagement
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