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Establishing a Scalable Testing Program in Regulated Industries

Alok Satyawadi, Jessica Weberding — PNC

PNC offers a wide range of services for all customers, from individuals and small businesses to corporations and government entities. As manager of the insights and optimization team within PNC Digital, Jessica Weberding is highly focused on uncovering user motivations, actions, and needs and bringing them to the forefront of the PNC digital experience. Her team uses those user insights to optimize and personalize the digital shopping, buying, and servicing journeys at PNC. Along with Alok Satyawadi, senior manager of PNC's shopping platform and PNC.com, their mission is to delight customers by converting all digital experiences into data-driven and insights-driven experiences. Alok and Jessica share their lessons learned over the past three years scaling from a handful of experiments to almost 300 in 2019.

Here's what you'll learn in this session:

  • PNC's strategic approach and the team and skills required for rapid acceleration.
  • How PNC configured Adobe Target and integrated it with other applications.
  • PNC's data-driven operating model, challenges, and next steps.

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