PegaWorld 2017: Scotiabank - A Future Empowered Bank (Video)
As banking institutions continue to vie for a competitive edge, customer expectations increase which make rules and regulations more complex. At Scotiabank, the third largest bank in Canada serving more than 21 million customers in over 55 countries, Jason Charlebois, Senior Vice President, Global Retail Banking Technology, predicts that less than 10% of customer transactions will occur in physical branches by 2020. As a result, Scotiabank has doubled the bank’s annual investment in technology through a major initiative to digitize operations and embrace agile development. The results are simply incredible! The account opening processes have been reduced from 45 minutes to five. And in less than eight weeks, the bank rolled out the ability to present contextually relevant offers to new and existing customers through online and mobile channels by utilizing Pega’s Customer Decision Hub.