Optimizing Member Experience: A Financial Institution’s Pega CDH Implementation
Overview.
Modernized existing marketing approach to align with the strategic vision of becoming top-rated in member experience.
Challenges.
- Arbitration and orchestration capabilities
- Ability to determine relevancy of offers
- A mechanism to deliver service and incentive offers
- A solution that could be run by analytic and marketing teams
Solution.
- Pega CDH
- Implemented for both inbound and outbound channels.
- Propensity Score
- Leveraging multiple existing analytic models.
- System Upgrade
- To take advantage of new features, including 1:1 Ops Manager and Impact Analyzer.
- Pega Adaptive Models
- To further refine propensity and drive omni-channel orchestration
The Impact.
- >65% increase in online banking offer click-through
- 75% overall offer acceptance rate
- Transformational shift to 1:1 member engagement
- Maintained the same cost of offer while serving a larger audience
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