Case Study: NatWest achieves agile, personalized COVID-19 customer support with Pegasystems Customer Decision Hub

How NatWest responded to COVID-19 with agility and empathy

NatWest, one of the U.K.’s largest financial services organizations with 16 million customers, faced the challenge of responding to COVID-19 with speed, consistency, and empathy across a wide range of channels. Using Pegasystems’ Pega Customer Decision Hub, the bank needed to quickly update next-best-action strategies and deliver personalized support to customers during a rapidly changing crisis.

Pegasystems helped NatWest centralize decisioning, data, and analytics so changes could be made once and deployed across inbound, outbound, digital, and branch channels. As a result, NatWest delivered personalized communications across 25 channels, kept over 90% of branches open, moved employees to work from home, and deployed and updated 50 next-best-action strategies within three weeks.

NatWest

Gordon Jackson

Head of Transformation - Data Analytics