Case Study: Wells Fargo Bank achieves personalized real-time customer engagement at enterprise scale with Pegasystems

Wells Fargo Personalizing Real-Time Conversations With 70 Million Customers

Wells Fargo Bank, one of the largest banks in the United States, needed to become more customer-centric and personalize experiences at scale for its 70 million customers. It struggled with infrastructure, process, and scalability challenges while trying to analyze billions of digital interactions in real time. With Pegasystems and Pega Customer Decision Hub™, Wells Fargo sought to deliver more relevant, one-to-one conversations across channels.

Pegasystems helped Wells Fargo use real-time modeling and adaptive machine learning to determine the “next best conversation” for each customer. The bank also streamlined conversation creation with Pega’s engagement tools and Ops Manager, reducing deployment time to just three days. As a result, Wells Fargo now delivers around 1,000 decisions per second, personalizes messages across channels, and has increased customer engagement by 3–10x, with conversion rates rising as well.

Wells Fargo Bank

Giles Richardson

Head of Personalization