Pega Community Forum - De Volksbank Success Story: How de Volksbank with multiple brands, focusses on becoming the bank with the strongest customer relationship

De Volksbank's goal for 2025 is to be the bank with the strongest customer relationship and the largest proven social impact in the Netherlands. Through their digital services and shops they always want to be relevant, personal and nearby to their customers. De Volksbank already made big steps forward on personalizing customer interactions. With the use of omnichannel orchestration and real time AI decisioning de Volksbank got the possibilities to start doing this at scale for all four brands and 3.3 million customers. But bringing marketing, service and leadership along on the road from traditional marketing to personalized customer engagement is challenging. In this session we discuss how de Volksbank met organizational and technological challenges and how they already see highly promising results for their biggest brand SNS.