Case Study: HSBC Australia (HSBC Bank) achieves unified omnichannel customer experiences and higher ROI with Pegasystems' Customer Decision Hub

HSBC Australia Unifying customer experiences

HSBC Australia, part of the global HSBC Group with 44 offices and a full suite of retail banking products, needed to move away from “old school” marketing that relied on broad segments and outbound blasts. Irrelevant, untargeted communications were driving customer disengagement and the bank required a major shift to more contextually relevant, customer-centric engagement.

Using Pega’s Customer Decision Hub, HSBC unified messaging and decisioning across online, in-branch, contact center, SMS, email and direct mail, going live with internet banking in three months (initially 20 next-best-actions) and expanding to ~300 next-best-actions across channels. The program delivered real-time, omnichannel personalization, increased profit, an optimized 360-degree customer view, and year-over-year incremental ROI, with mobile app and chatbot deployments planned.

HSBC Bank

Fabian Abacum

Head of Data, Analytics, & Decisioning