Case Study: NatWest achieves hyper-personalized customer engagement with Pegasystems

NatWest unlocks significant customer lifetime value with hyper-personalized messaging

NatWest needed to modernize customer decisioning across a large, complex organization, but legacy systems, manual spreadsheet-based rules, and batch data limited its ability to deliver truly personalized experiences at scale. The bank turned to Pegasystems and its Pega Customer Decision Hub to support more real-time, AI-driven customer engagement across web, mobile, in-person, chat, and email channels.

With Pegasystems, NatWest built a centralized decisioning engine that connected 33 channels and enabled always-on next-best-action messaging for 19 million customers. The result was 3.6 billion personalized interactions a year, 60% of all sales prompted by Pega NBAs, and faster execution with new actions launched in 1–2 weeks instead of six.

NatWest

Fiona Kirk

Head of Customer Decisioning