Vodafone Drives Customer-Centric Marketing with Pega Decision Management

Hear from Cretien Brandsma, Head of CCVM Strategy for Partner Markets, how Vodafone uses Pega globally to balance customer satisfaction, retention and short term/long term value during each customer interaction. With Pega, Vodafone promotes the best offer for the customer and the company at any point in the customer lifecycle and has created a consistent cross-channel, customer-centric approach in 13 markets. The results - double digit net conversion rates for offers.

Everything Everywhere Increases Monthly Retention by 4% with Dynamic Retention Offers

Telecommunications company Everything Everywhere relies on Pega to determine the optimal retention strategy for each customer. Contact center representatives are automatically presented with all relevant details about the customer, including a real-time retention calculator based on customer lifetime value and all of the potential products and tariffs that can be bundled into the offer. As a result, the company is now retaining an additional 4% of their most valuable customers, and spending less in retention. The results – operating margins increased by £2 million monthly.

Cox Communications Turns Insight into Higher Revenue

Ryan Jessop, Senior IT Manager for Customer Management Systems at Cox Communications discusses the company's successful implementation of a "treatment engine" based on Pega. Cox's solution analyzes all known data about the customer to recommend the Next Best Action in real time. Deployed on-time and on-budget, the project has enabled Cox to significantly increase revenue per call in their inbound sales channel, and significantly improve the agent and customer experience.