RBS is to use Pegasystems technology to leverage Big Data, predictive analytics, and real-time decisioning, as it looks to deliver the right insight into every customer interaction across customer service channels. Being able to serve customers in this way is a key component in achieving the FI's stated aim of becoming the “best bank for customer trust, advocacy, and service by 2020.”

Christian Nelissen, the bank’s head of data and analytics, says: “Every time we interact with a customer, whether that is face-to-face or online, we want to be able to influence that conversation using everything that we know about our customers. We want to really help customers get the most out of their banking relationships and step in to help when we see them struggling with something. Using Pega software, we have come a long way, and we are now ready to make the next investment in our capability. To achieve our ambitions, we need a highly automated application that is resilient, robust, and able to rapidly analyse data and manage high-volumes of inbound and outbound traffic.”

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