Case Study: PNC Financial Services achieves compelling, data-driven customer experiences and increased revenue with Pegasystems

PNC Compelling, Data-Driven Customer Experiences

PNC, a large financial services firm that doubled in size through acquisitions, wanted to rethink its brand and transform into a more marketing-driven organization after weathering the financial crisis. Its primary goal was to deliver a compelling, consistent customer experience across channels.

PNC built a Customer Interaction Management (CIM) system on Pega to create a 360° customer view with centralized, real-time decisioning, adaptive learning and two‑way conversations (Next Best Action). The platform drove increased revenue, improved customer experience and online marketing performance, and boosted employee engagement and productivity.

PNC Financial Services

John DeMarchis

Senior Vice President, Customer Service Management