Case Study: Coutts achieves personalized banking at scale with Pegasystems

Delivering world-class banking experiences at scale

Coutts, NatWest Group’s wealth management division, wanted to deliver highly personalized banking experiences at scale across both digital and in-person channels. But siloed systems and limited real-time customer data made it difficult to extend the same tailored service beyond branch and relationship-manager interactions, especially as client expectations became more digital and competitors more agile.

Using Pegasystems’ Pega Customer Decision Hub, Coutts unified customer experiences across channels with a centralized, real-time decision engine and AI-driven next best action recommendations. Pegasystems helped Coutts achieve a 6X increase in response rate, a 140% increase in client engagements, a 60% reduction in offers, £177 million in incremental new business in just three months, and a 35:1 return on investment.

Coutts

Peter Flavel

Chief Executive Officer