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Case Study

PNC: Compelling, data-driven customer experiences

"Decisioning happens in one central place, making it easy for PNC to provide a consistent customer experience across all channels."

The Business Issue

In spite of the recent financial crisis, PNC has maintained a sound capital position and doubled in size due to acquisitions. Still, PNC had greater aspirations. PNC decided it was time to reevaluate its brand identity and examine what type of marketing company it wanted to become. PNC’s #1 Goal: Build a compelling customer experience.

The Solution

PNC set out to build a compelling customer experience with data, analytics, and customer insight at its core. The result: the Customer Interaction Management (CIM) System, which provides a 360° view of the customer and is built on Pega technology. Features include:

  • Centralized decisions
  • Real-time decisions
  • Adaptive learning
  • Two-way conversation

The Results

Customers are happy, employees are happy. It’s a win-win for PNC:

  • Increased revenue
  • Improved customer experience
  • An “A” for online marketing
  • Increased employee enthusiasm & productivity

With Next Best Action marketing capabilities from Pega, it will be easy for PNC to update and enhance their offerings in the future.

Related Resources

  • See how RBS is using the Customer Decision Hub to transform the way the bank interacts with customers.

  • With Pega's Next Best Action, business experts develop decision strategies that combine analytics with traditional business rules.

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Tags

  • Industry: Financial Services
  • Product Area: Marketing
  • Challenge: Operational Excellence
  • Challenge: Workforce Optimization