Clydesdale and Yorkshire Bank took a step towards adopting a UK market leading customer decisioning capability this week with the live implementation of their Digital Next Best Action (DNBA) solution.
London 3rd June 2015: The implementation was jointly led by DecBlue, specialists in customer decisioning within the banking sector, and Comet Global Consulting, the world’s leading provider of customer interaction solutions, and extends the long standing strategic relationship with Pegasystems.
Using the Pegasystems Next Best Action Marketing (NBAM) platform, this Enterprise solution enables Clydesdale and Yorkshire Bank to fully personalise and optimise the delivery of Next Best Action (NBA) messages across multiple inbound and outbound channels, and gives them real-time control of the message presentations and customer experience.
At the heart of DNBA is the ability to manage messages within a framework of customer journeys, recognising the interaction of multiple messages across both Digital and traditional channels, choreographed to deliver a personalised customer experience that will deepen the relationship with customers.
A key to the successful implementation was leveraging the award winning IP Accelerators (“Thought Leadership in Financial Systems” Award - Pegaworld 2014), a joint venture between DecBlue and Comet, based on Pega NBAM. As a result, a truly omni-channel marketing solution was able to be delivered in a timely and robust manner on a proven scalable and performant solution. In the first two weeks of going live, over 3 million targeted and relevant messages were delivered to customers via the on-line banking application.
Helen Page, Product and Marketing Director for Clydesdale and Yorkshire Bank said: ‘For Clydesdale and Yorkshire Bank this is a truly transformational programme that enables us to better interact with our customers across all channels. The help and guidance of our implementation partners, DecBlue and Comet Global Consulting, has been instrumental in delivering our vision.’
Tim Crick, Managing Partner at DecBlue commented: ‘This is a fantastic example of industrial scale customer decisioning, having worked with Clydesdale and Yorkshire Bank to set out the vision and strategy for customer contact management, through to delivering the capability that unlocks the value within the customer base.’
Iain Levein, Group Director, Comet Global Consulting, says: ‘This successful implementation utilising our unique IP further underscores Comet’s enviable reputation as the market leader in helping global corporations transform and optimise their omni-channel customer interactions.’