Enhancing Customer Experience using Pega Decision Hub

Overview

Our client needed to create a seamless and personalized omnichannel journey.

We implemented the Pega Customer Decision Hub platform.

They now deliver unified real-time offers in Web and Mobile.

Business Challenges

A leading financial institution, entrusted with $200 billion in assets and serving 14 million members, was looking to leverage cutting-edge technology to create a seamless and personalized omnichannel journey for its vast user base.

IQZ’s Solution

IQZ implemented a robust Pega Decisioning and Engagement platform, enabling the bank to anticipate member needs, deliver proactive offers, and ultimately elevate the customer experience to new heights.

The Results

• Personalization for all of their members​.

• Millions of Next Best Action decision/day​.

• 1-1, real-time, contextual offers under 200 MS​.

• Contextual NBA suggestion based on MSR (Member Service Rep) line of business (bank, insurance)​

• Real-time decisioning between 50+ Next-Best-Actions​.

• Delivering region-specific treatment and action using multi-zone CMS​.