PW 2012 Video: Increasing Revenue Through Multi-Channel Decisioning
Presented by: John DeMarchis, Senior Vice President, Customer Management,The PNC Financial Services Group
Pittsburgh based PNC Financial Services Group went live in 2011 with their Customer Interaction Management (CIM) system that uses Pega Decision Management to proactively identify, deliver and fulfill targeted and personalized treatments across both employee-assisted and self-service channels. By centralizing the development and deployment of customer messaging, PNC can rapidly roll out new treatments to enhance the customer experience across all channels and products. PNC was recently rated #1 (of top 16 FI's) for Online Marketing & Promotion by Corporate Insight.
In this session, Mr. DeMarchis will cover how to traverse political and cross-functional hurdles necessary to implement offers across multiple channels and products and how PNC is already processing over 1M offer decision requests per day with average response times under 150 milliseconds.