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

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.