Royal Bank of Scotland (RBS) has engaged software provider Pegasystems to improve engagement with its 17 million customers worldwide. The bank aims to become the UK’s number 1 customer service bank.

According to financial IT provider CDW Financial Services, customer experience is one of the top 5 IT trends for banks in 2015. Banks worldwide are experiencing a plateau in customer satisfaction, which means banks need to pay more attention to the customer focus of their business models. One way to make customers happier is to customize the software they use to interact with customers.

Pegasystem
“To ensure that every customer interaction is consistently personal, relevant and contextual across the customer journey and channels,” RBS has engaged Pegasystems to improve customer engagement. The software supplier offers the financial services provider a suite that, among other things, analyses customer interactions through Big Data and predictive analytics applications. Based on the insights provided into changing customer needs, the bank can respond faster, improve customer service and build stronger relationships with its 17 million customers worldwide.

“Every time we interact with a customer, whether face-to-face or online, we want to be able to influence the conversation using all the information available,” explains Christian Nelissen, Head of Data & Analytics at RBS. “We want to have the opportunity to take immediate action if we see a customer experiencing a problem in the customer journey.” According to Nelissen, Pegasystems software offers the solution: “Thanks to Pega we can take that step. It is able to analyze data quickly and manage high volumes of contacts, both inbound and outbound.”