Citi Wealth unifies client servicing with Pega

The Business Issue

Great client service takes the right context, a clear view of every request, and confidence that work will reach the right team.

Citi Wealth serves a broad range of clients across markets, products, and service needs. But fragmented legacy infrastructure made each interaction harder than it needed to be. During a typical call, a client service officer might search up to six applications for client authentication details, products and accounts, request status, and who was authorized to give instructions – all while still talking with the client.

Email carried much of the work. With no single place to track requests, officers relied on their own notes. Each time a client called or emailed for an update, the officer had to identify the client again, find the request, check its status, and piece together a useful response. With no system notifications, officers tracked open requests by hand so they could tell clients when the work was done.

The strain reached across client service, operations, and technology. Teams captured data manually across systems, handled high volumes of email, and switched between applications. Legacy platforms added technology debt, high compute costs, and scalability and resiliency issues, and each region ran its own technology stack.

In March 2025, Citi Wealth set out to make service easier without asking clients to change how they work with the bank. The goal was direct: remove friction, increase personalization, improve the client experience, and give front- and back-office teams visibility from intake through fulfillment. Citi also wanted to retire many legacy workflow platforms to reduce costs.

The Solution

Citi created Wealth Workstation to bring requests, communication, client context, and workflow into one servicing model. Client service officers now have a single place to see a client’s profile, products, investments, demographics, and the history of requests and transactions.

A landing page tracks active work, and notifications tell officers when they need to act. Client emails flow into the workflow as cases. Then Citi’s in-house AI flags urgency and sentiment, identifies the type of request, and prepares draft cases for officers to review. An AI assistant connected to Citi’s knowledge platform answers process questions, such as how to send a domestic or foreign wire.

Citi built the workflow layer on Pega Infinity™ and connected it to its own user interface, microservices, data sources, product processors, and analytics. The team adapted proven patterns from Pega Customer Service™, such as work lists, work queues, dashboards, and bulk actions, to fit Citi’s environment. Pega Professional Services gave guidance at critical points along the way.

Wealth Workstation also gave Citi one common way of working. Bankers, associate bankers, client service officers, and operations teams now manage intake, data collection, review, and fulfillment through connected workflows. Getting there took effort. In Outlook, each officer had their own process, and many saw their market as unique. The team brought everyone onto a single servicing model.

Citi onboarded six major service workflows, including payments, account maintenance, lending, and investments. Exceptions such as investigations and internal instructions keep a person in the loop.

The Results

In about six months, Citi moved from a pilot to every client servicing team in North America and Latin America. A pilot group of about 30 client service officers started in December 2025. By May 2026, all 16 teams were on the platform. As of June 2026, Wealth Workstation supports more than 200 client service officers.

Wealth Workstation has an annual run rate of about 190,000 unique client interactions. Counting the child cases those interactions create, it handles half a million cases a year at the current run rate.

Citi’s in-house AI now creates 55% of cases automatically, with a client service officer still in the loop. The team estimates the platform gives the client service organization about a 30% productivity benefit.

Officers can also see their feedback at work. The product team ships 20 to 30 new features or improvements each month based on what officers ask for.

Next, Citi plans to add more integrations, use AI to capture the data each transaction needs, extend productivity gains to operations teams, and take Wealth Workstation to Europe, the Middle East, Africa, and Asia Pacific.

Citi now has one servicing foundation it can see clearly, improve every month, and extend to new teams, workflows, and regions.

Want to dive deeper into their journey? Watch their PegaWorld session here.