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How Digital Transformation Helped a Major Bank Get Closer to Customers

The Challenge

A large financial services provider in Europe, a leading brand across multiple countries, struggled to re-create its branch experience in the digital domain. It didn’t have a proper customer relationship management platform to tie together the conversations taking place across its digital channels. Customers were frustrated at having to repeat themselves whenever they began a new conversation with the bank. Not surprisingly, customer satisfaction scores started to plummet. The bank knew it needed a CRM platform fast. It hired a consultancy that recommended a Pegasystems platform.

Our Approach

Cognizant bid on the implementation project, eventually overtaking the bank’s incumbent consultancy. Our pitch began with a summary of the role CRM would play for the bank: making it easier for customers to have personalized conversations, get help and guidance, and buy the bank’s products. We also made a number of commitments as part of our end-to-end consulting promise. These included supporting the bank’s long-term digital journey through our local business center and Digital Banking Labs, managing business change with an experienced on-site team and deploying assets to accelerate development and mitigate risk. 

This deep commitment and expertise in Pega platform services impressed the client, and the bank chose Cognizant as its business transformation partner.

Consistent Customer Experience Across All Channels

Thanks to our Pega-based CRM deployment, the bank now has a consistent customer experience across all channels, as well as a 360-degree view of each customer. It can also provide customers with smart recommendations using chatbots. Powered by artificial intelligence, these bots delve into the CRM platform to offer products and advice based on customer preferences.

Our client looks to Cognizant as it revolutionizes its business model. We are also designing and building new user interfaces for the bank. A project that began with advising the company about its internet of things architecture now has the potential to become a long-term, value-added relationship.



adoption of the CRM platform across the bank’s business units

5 million

customers with an improved digital banking experience

360 degrees

view the bank now has of its customers