We use cookies. You have options. Cookies help us keep the site running smoothly and inform some of our advertising, but if you’d like to make adjustments, you can visit our Cookie Notice page for more information.
We’d like to use cookies on your device. Cookies help us keep the site running smoothly and inform some of our advertising, but how we use them is entirely up to you. Accept our recommended settings or customise them to your wishes.

Delivering Real-Time Cross-Channel Customer Experiences to Improve Customer Value and Reduce Expenses

Key Takeaways

Orchestrated by Pega, a decision engine platform has transformed PayPal’s service capabilities, improved net promoter scores, and reduced customer service expenses. 

  • How to leverage predictive analytics to anticipate the customer’s needs and up-serve via highly-efficient channels 
  • PayPal's vision of aggregating customer decisions through an omni-channel platform and how their solution supports customer value management 
  • Understand the importance of controlled experimentation when delivering quick and effective changes in the customer’s experience 

This on-demand webinar is a recorded presentation from Merkle's 2016 Financial Services Exchange. The Financial Services Exchange is an intimate forum where leaders of the best financial services and insurance brands can gain perspective from each other in the areas of performance marketing and CRM. The 2017 Financial Services Exchange will take place September 14-15 in Newport, Rhode Island at Hotel Viking Newport. 

Detailed Overview

Satisfying service needs are an essential part of the customer experience, regardless of how the customer engages with the brand. Historically that experience was fractured due to silo’ed channel-level experiences. By implementing a decision engine platform, PayPal is creating a seamless, consistent, and proactive end-to-end experience for customers—enabling the management of real-time customer experiences across critical channels including IVR, help center, CSR, and outbound notifications.


Nicole Gleason

Practice Lead, BI & Analytics, Comet Global Consulting, a Merkle Company

Eddie Batlle

Director, OCIO Principal Architect, Customer Engagement at Paypal