Case Study: Swedbank increases positive customer interactions by 200% with Pegasystems Customer Decision Hub

Swedbank increases positive customer interactions by 200%

Swedbank, the 200-year-old financial institution, needed to move beyond segmented push-marketing campaigns and manual communications to deliver more customer-centric, personalized omni-channel experiences. To support this shift, Swedbank worked with Pegasystems and its Pega Customer Decision Hub™ to simplify customer engagement and better balance business goals with customer needs.

Pegasystems implemented an AI- and machine-learning-driven approach that aggregated data, generated real-time customer insights, and enabled smarter personalization across channels. The result was more than 300 live customer offers reaching 95% of active customers regularly, a 200%+ increase in proactive next-best actions year over year, and a more than 200% increase in positive customer interactions in 2020 versus 2019.

Swedbank

MariAnne Ydberg

Head of Customer Value Communication