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Banking verified Verified Outcome TRL 9

Customer Engagement Decisioning Engine

domain Client: Large Asia-Pacific Retail Bank handshake Provider: Pega schedule Deploy: 2018-2023
92 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: Tier 1

Executive Summary

ANALYST: COI RESEARCH

A major retail bank implemented a real-time decisioning platform to orchestrate personalized customer interactions across digital and physical channels.

rate_review Analyst Verdict

"A mature example of enterprise-scale customer decisioning with measurable experience uplift."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Customer engagement was fragmented across channels, leading to inconsistent messaging and product-centric interactions. The organization lacked a centralized mechanism to arbitrate between competing business objectives in real time.

psychology The Solution

The bank deployed a centralized decisioning engine that evaluates customer context, intent, and eligibility signals to determine the next best action in milliseconds. The system prioritizes customer outcomes while aligning with regulatory and conduct requirements.

settings_suggest Technical & Deployment Specs

Integrations
Omnichannel platforms
Deployment Model
Cloud
Data Classification
PII
Estimated TCO / ROI
High
POC Summary ( to )

"Phased rollout"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Decision Governance Medium Centralized oversight and controls

trending_up Impact Trajectory

Audited value realization curve

Millions of decisions per day Verified Outcome
Primary KPIImproved engagement metrics
Audit CycleHigher product adoption

policy Compliance & Gov

  • Standards: Consumer Protection Regulations
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: PII

folder_shared Verified Assets

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Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for Large Asia-Pacific Retail Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-371
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-371

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