Personalized conversations in real time, at scale

As one of the largest banks in the world, Wells Fargo engages with 70M customers five billion times per month. To continue their success, they knew each customer needed relevant, timely, and empathetic interactions.

With the help of Pega’s Customer Decision Hub, the team launched the Customer Engagement Engine to determine and deliver the next best conversation for each customer, across channels. Now, they can deliver customized interactions at enterprise scale.

Watch this video to see how Wells Fargo ensures each customer gets the right message, in the right channel, and the best experience.