Case Study

PNC Financial Services Group: #1 in Customer Experience with Personalized, Real-time Marketing

Strategic Marketing to Build Customer Relationships

Pittsburgh-based PNC Financial Services Group wanted to continue to strengthen its brand identity by building a compelling customer experience driven by marketing data, analytics and customer insight. The bank envisioned a relationship with their customers in which relevant, personalized actions and offers are delivered in the right channel, at the right time. This goal required a comprehensive solution capable of coordinating all of the interactions with a customer across all channels and in real time, so that each interaction optimizes the outcome for the individual and the bank.

Powered by Pega’s business process management and real-time decisioning technology, the bank’s Customer Interaction Management system (CIM) delivers a centralized hub for managing all customer treatments across all channels.

Business Goals

  • Deliver compelling customer experience
  • Increase revenue with personalized offers 
  • Eliminate manual processes and decision-making


  • Immediate revenue uplift
  • #1 in customer experience for northeast banks
  • #2 nationally in banking customer experience
  • Consistent automated processes across the enterprise


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