Navigating the complexities of modern banking, characterized by over 850 case types and 50 business units, requires innovative solutions. Coforge’s strategy, which leverages Pega for enhanced customer engagement and a digital smart dispute framework, effectively addresses these demands. Supported by the Centre of Excellence (CoE) for Business Process Management (BPM), this initiative improves system performance, user interface, and process management, setting new benchmarks for operational excellence and future growth in the financial sector.