Revolutionizing CX: Pega’s AI-Driven Strategy and Citi’s Success Story

Pegasystems and Citibank’s Successful Partnership

Pegasystems is a global leader in utilizing AI-driven solutions to cater to a wide range of industries. By enhancing customer experience through real-time journey creation, Pega stands at the forefront of customer relationship management (CRM) and business process automation. This article will delve into the successful collaboration between Pega and Citibank, discussing how Pega’s AI-driven platform contributed to Citi’s impressive customer-centric evolution.

Part 1: Citi’s Journey with Pega’s Oldest Customer

Promiti Dutta, Head of Analytics, Technology, and Innovation at Citi, was tasked with finding a new decision engine after their previous CRM system reached its end-of-life. While researching multiple alternatives, such as Salesforce’s Einstein machine and Adobe’s system, Citi found Pega to be the ideal partner due to their longstanding relationship and alignment with Citi’s vision.

Already using Pega solutions like workflow tools, business case management, and Chordiant, Citi recognized the potential of incorporating Pega’s AI-driven Customer Decision Hub. By selectively using this solution, Citi hoped to strengthen its CX strategy.

Part 2: Pega’s AI Delivers Real-Time Customer-Centric Solutions

Pega’s AI implementation is designed to determine the next-best-action (NBA) for each individual customer, allowing businesses to engage with clientele in a more personalized and effective way. This innovative technology helped Citi customize their decision engine to determine the precise “when” and “where” of customer offers.

What sets Pega’s decision engine apart is its ability to harness contextual clues and models to fine-tune the customer experience. By incorporating these insights with Citibank’s data, Pega’s AI technology was able to make more accurate decisions and deliver better results.

Part 3: The Benefits of Pega’s AI-Driven Solutions

The introduction of Pega’s AI-driven solutions led to significant improvements in Citi’s customer experience. Customers reported a faster response time, more accurate decision-making processes, and better overall engagement. Additionally, Pega’s AI-driven solutions are designed for ease of implementation and can be customized for businesses with diverse needs.

Part 4: Pega as a Partner for Constant Innovation

Pegasystems empowers its clients to not only improve their current processes and customer engagement strategies but also adapt and grow to meet the ever-changing expectations of the customer. By offering cutting-edge technology and continuous support, Pega helps businesses like Citi maintain a competitive edge in the market.

Through its AI-driven real-time customer journey creation, Pegasystems has established itself as a trailblazer in the customer experience optimization space. The successful partnership between Pega and Citi serves as an example for enterprises seeking to invest in customer-centric and scalable solutions. As the importance of delivering exceptional customer experiences continues to grow, businesses would be wise to consider technologies like Pega’s AI-driven platform for their own long-term success.