Reimagining PNC Bank’s Customer Experience—Omnichannel. Personalized. Secure.

Are you Building Trust Through Every Customer Interaction?

For PNC Bank, rapid branch expansion combined with digital growth raises the stakes for customer experience. Customers expect seamless handoffs across channels, proactive personalization, multilingual support, and secure, frictionless authentication.

Fragmented journeys risk eroding trust, while security gaps and operational strain can slow transformation. Sutherland can help PNC Bank embed AI, automation and orchestrate end-to-end journeys—connecting branches, apps and contact centers.

Reduce cost-to-serve through automation and smarter workflows
Accelerate digital adoption by guiding customers to intuitive, self-service journeys
Equip your care teams to resolve issues quickly and more consistently

Here’s What PNC Bank Can Achieve

20%+

AHT reduction across care channels

Increase in cross-sell conversion

ROI from digital-first interventions

Higher

CSAT + loyalty from seamless branch-to-digital experiences

How We Do It: Reimagining CX as a Driver of Growth for PNC

Rising customer expectations in banking have made it clear that simply connecting channels isn’t enough. Today’s customers demand seamless, intelligent, and personalized experiences. For PNC, the opportunity is to turn every customer interaction into a moment of trust and growth. Sutherland helps make that possible by combining AI, automation and human-centered design to elevate service quality, scale self-service and deliver measurable business impact.

Customer Experience (CX) Transformation

Reinvent customer care with automation, AI, and omnichannel tools. Deliver higher CSAT, lower cost-to-serve, and scalable service.

Sutherland Digital Accelerators:

⦁ Conversational AI
⦁ Sutherland CX360®
⦁ Agentic AI
⦁ CX Advisory

Outcomes: Reduced AHT, improved CSAT, higher ROI

Agent Empowerment

Equip PNC Bank agents with AI copilots and knowledge tools to resolve issues faster and elevate service quality.

Sutherland Digital Accelerators:

⦁ Agent Assist AI
⦁ SmartLeap® HelpTree
⦁ Knowledge Hub

Outcomes: Up to 20% AHT reduction, faster first-call resolution, improved employee productivity

Digital Containment & Self-Service

Shift routine interactions to self-service, freeing human agents for complex cases and accelerating digital adoption.

Sutherland Digital Accelerators:

⦁ Robility®
⦁ Sutherland CX360®
⦁ Conversational AI

Outcomes: Up to 25% higher digital containment, lower servicing costs, improved customer satisfaction

Data-Driven Personalization

Leverage analytics to enable targeted cross-sell, upsell, and retention strategies, turning CX into a growth engine.

Sutherland Digital Accelerators:

⦁ Analytics Hub
⦁ Sutherland CX360®
⦁ Personalization Frameworks

Outcomes: 3–5% increase in cross-sell conversion, higher retention, measurable fee-income uplift

Get a Digital CX Diagnostics for PNC Bank

Sutherland Digital Accelerators for PNC Bank

PNC Bank is expanding its CX footprint while also advancing digital-first engagement and personalization.At the same time, customers are demanding more seamless omnichannel journeys, hyper-personalized engagement, and secure, intuitive digital-first experiences.

Balancing physical expansion with digital innovation, efficiency, and trust requires CX solutions designed specifically for BFS. This is where Sutherland’s proven expertise in orchestrating journeys, scaling personalization, and embedding AI helps PNC Bank deliver consistent, human-centered experiences across every touchpoint.

Sutherland CX360®

Orchestrating end-to-end customer journeys with intelligence and insight.

Sutherland Connect

Unified omnichannel engagement platform that integrates branch, call center, and digital channels into one seamless journey

Sutherland Conversational AI & FinTelligent

Deflecting and automating routine interactions to boost adoption and efficiency.

Sutherland Agent Assist AI & HelpTree

Empowering agents with real-time guidance and knowledge at scale

Sutherland Labs

Human-centered design for empathy-driven experiences