How Pega technology delivers 1-to-1 customer engagement

Problem: High credit card fees

Frank has a high-interest card and is accruing lots of additional fees.

$96
Annual Fee
29%
APR

Rising frustration

Frank begins to be frustrated by being hit with high interest and fees, and starts to explore other card options from other banks.

Lost Business

Frank calls customer service to cancel his card.

Without Pega

Customer needs go unmet

Customer Outcome

  • Financial Hardship
  • Poor Experience
  • Service Frustration

Business Outcome

  • Customer Churn
  • Lost Revenue
  • Competitor is Stronger

Problem: High credit card fees

Frank has a high-interest card and is accruing lots of additional fees.

Recognize the signals

Business uses propensity modeling to understand likelihood of Frank canceling his credit card, based on intent signals and payment patterns.

Respond in real time

To avoid Frank canceling his card, business presents offer of a card with a lower rate that better fits his needs (lower APR).

$0
Annual Fee
14.7%
APR

Retain a valuable relationship

Frank accepts the new offer and feels better about his financial situation. He's more likely to stay a customer long-term.

With Pega

Recognize. Resolve. Retain.

Customer Outcome

  • Better Product Fit
  • Improved Experience
  • Higher Satisfaction

Business Outcome

  • Avoid Churn
  • Retained Revenue
  • Higher Customer Lifetime Value (CLV)

How can you transform customer relationships with Pega?