Case Study: Large Canadian Bank achieves rapid delivery of Next‑Best‑Action personalized offers with Pegasystems' Customer Decision Hub

Rapid delivery with the Pega Customer Decision Hub

A large Canadian bank was struggling to collect accurate customer and program data from its online and mobile channels, so customers weren’t receiving contextually relevant offers. It needed four solutions (two for online, two for mobile) delivered quickly—under 90 days—but its incumbent provider lacked the expertise and preferred a waterfall approach.

By implementing Pega Customer Decision Hub using an extreme Agile approach with co‑production and multi‑level governance, the bank built four Next‑Best‑Action offers in under eight weeks and trained internal staff to help build and maintain the solution. As a result, customers now see the best offers for them, employees can quickly add or modify offers, the bank can offer more products per customer, and it gained a competitive advantage in financial services.