Case Study: OCBC Bank achieves real-time, goals-based omni-channel wealth advisory with Pegasystems

OCBC reorients conversations to customer goals

OCBC, a leading regional bank, wanted to deepen customer relationships by shifting from transaction-focused interactions to goal-based conversations. The bank’s challenge was to fully digitalize processes, automate end-to-end flows, and use customer data more effectively while modernizing a complex landscape of legacy systems.

Partnering with Pega, OCBC built a Goals Based Advisory omni-channel platform that lets customers declare financial goals and receive tailored portfolio recommendations. Pega’s scalable architecture integrated 50+ legacy systems (plus 300+ online interfaces and 4,000+ data fields) to deliver real-time, seamless experiences—resulting in a complete omni-channel wealth advisory, a focus on life goals over transactions, and faster end-to-end journeys.

OCBC Bank

Kartik Narayan

Vice President of Business Transformation of Consumer Banking