How a Leading Australian
Financial Corporation Partnered
with Areteans to Elevate
Customer Experience
and Decisioning

A call for business action

Architecting a Unified Decisioning Solution for Enhanced Customer Engagement

A leading Australian finance, insurance, and banking corporation, recognized as the country’s largest general insurance group, embarked on a mission to modernize its Customer Experience Management (CXM) program. To stay competitive and enhance customer satisfaction, the corporation sought to upgrade its decisioning and engagement capabilities.

Empowering business excellence with technology

Real-Time Decisioning and Personalized Customer Interaction

To address the challenges of managing multiple lines of business and delivering personalized customer experiences, the corporation partnered with Areteans. We implemented a robust Pega Customer Decision Hub (CDH) solution. With a comprehensive approach, we integrated Pega’s advanced capabilities, enabling the company to create a unified decisioning system that supports both banking and insurance products. The implementation included seamless integrations with various digital marketing and campaign
management tools. This ensured zero downtime for future upgrades and provided a cohesive customer experience across all channels.

Driving lasting transformation with Pega Microjourneys

Enhanced Customer Data Management and Automated Decisioning

The deployment of Pega CDH and Pega Decisioning Engine facilitated several critical microjourneys, enhancing the corporation’s ability to deliver personalized and timely customer interactions. Key integrations included Customer Data Platforms (CDPs), Verint, Genesys, and Adobe Experience Cloud.

Achieving Remarkable Business Outcome

Transforming Customer Engagement and Operational Efficiency

The implementation of Pega CDH drove significant business impact for the corporation

Unified Decisioning
Solution

Architected a single CDH “brain” to support multiple lines of business.

Seamless Integrations

Integrated with various customer data
platforms and digital marketing tools.

Enhanced Decisioning

Configured the Pega Decisioning Engine to support five initial Next Best Conversations (NBCs).

Automated Testing

Created over 500 test cases, ensuring robust and reliable system performance.

Data Ingestion Automation

Fully automated CAR data ingestion with the corporation’s data pipeline.

Improved Customer Experience

Delivered personalized communications across multiple channels, enhancing customer satisfaction and loyalty.

Increased Revenue

Leveraged dynamic personalization to
support the business model, driving revenue growth.

Integrations

third-party systems