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

According to Financial IT provider CDW Financial Services, customer experience was one of the 5 most important IT trends for banks in 2015. Around the world, banks are experiencing stagnation in customer satisfaction, which means banks must pay more attention to the customer focus of their products. business model. One way to make customers more satisfied is to adjust the software used to interact with customers.

Pegasystem
“To ensure that every customer interaction is consistently personal, relevant and contextual across customer journeys and channels,” RBS has engaged Pegasystems to improve customer interactions. Software suppliers offer financial services providers a package that, among other things, analyzes customer interactions through Big Data and predictive analytics applications. Based on the insights it provides into changing customer needs, the bank can respond more quickly, improve customer service and build closer relationships with its 17 million customers worldwide.

“Every time we interact with customers, 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 the opportunity to take immediate action if we see customers experiencing issues in the customer journey.” According to Nelissen, Pegasystems software offers a solution: “It was thanks to Pega that we were able to take that step. This application is able to analyze data quickly and manage high volumes of contacts, both incoming and outgoing.”