Case Study: Standard Chartered Bank achieves seamless real-time personalization with Pegasystems

Standard Chartered Bank creates seamless customer experiences with real-time personalization

Standard Chartered Bank, a global bank with operations in 59 countries, needed to replace a fragmented legacy customer engagement platform that was causing disconnected and sometimes conflicting messages across channels. The bank wanted a single, multi-brand approach to deliver seamless, personalized experiences at scale, and it was already working with Pegasystems and Pega Customer Decision Hub™.

Pegasystems helped Standard Chartered consolidate two Pega Customer Decision Hub instances into one centralized decisioning engine and move to Pega Cloud®, enabling faster upgrades and a more agile operating model. Using Pega’s real-time interaction management, predictive analytics, and business rules, the bank delivered next best actions in milliseconds and improved personalization across channels. The results included a 10X average increase in click rates, a 193% increase in response for top engagement actions, and the ability to go live in a new market in just three to four months.

Standard Chartered Bank

Khachig Kabakjian

Global Chapter Head, Real-time Engagement