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PNC Banks on Digital Overhaul for Customer Service
2 Dec
Summary
- PNC migrated customers to a new online banking platform.
- New platform allows for rapid introduction of digital features.
- A new mobile app is expected in the first half of next year.
PNC Bank is undertaking a major digital transformation to elevate its online and mobile banking services, aiming to mirror the exceptional customer experience found in its branches. Recently, the bank successfully migrated its customers to a new online banking platform. This upgrade drastically reduces the time needed to introduce new digital capabilities, shifting a six-month process to potentially overnight changes.
The bank is also developing a new mobile application, anticipated for release in the first half of next year. This app will feature a redesigned interface and enhanced functionalities. Leveraging agentic technology with orchestrated AI agents, PNC aims to expedite its development process and ensure a seamless user experience.
PNC recognizes the significant impact of its physical branch presence on digital sales, observing that digital sales are six times higher in markets with strong branch networks. The ultimate goal is to synchronize the quality of digital interactions with the high standard of their human-led customer service.
