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British Gas invests in Pega Marketing for next generation decisioning

LAS VEGAS & LONDON – June 7, 2016 – Pegasystems Inc. (NASDAQ: PEGA), the software company empowering the world's leading enterprises with strategic business applications, welcomed British Gas to the stage at Pegaworld today to present its Next Generation Decisioning Program. British Gas is the largest energy and services provider in the UK, serving around 11 million homes. In support of its mission of helping its customers achieve smooth-running homes that save time, energy, and money, British Gas is working with Pega to consolidate multiple platforms into one unified system.

By using a centralized decisioning hub to understand the outcome from a customer interaction, each channel is able to learn from and update the others and work in synch to support the customer across all channels. This will allow British Gas to further improve the customer experience.

"We want to engage in a personalized, relevant, and timely dialogue with our customers to listen to and better understand their needs," said Jo Allen, Business Lead, Next Generation Decisioning, British Gas.

In 2014, Pega partner, Adqura, which is a specialist in decisioning consulting, established a plan for British Gas resulting in the start of a four-phase project – named Next Generation Decisioning – based on Pega Marketing, including both decisioning and simulation. The simulation tool is enabled by the Customer Decision Hub and allows British Gas to use data with models and rules applied to it to simulate the commercial impact of changes.

"We are half way through a two-year initiative that is being delivered in the Pega Cloud," said Steve Thomas, Head of Campaign Decisioning, British Gas.

"We live in a world of personalization, where digital capabilities allow an enterprise to humanize digital channels and human interactions," said David Wells, Vice President and Managing Director, EMEA, Pegasystems. "British Gas is demonstrating that it's entirely possible to make every customer feel listened to and valued, regardless of how many millions you may serve."

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Lisa Pintchman
VP, Corporate Communications
[email protected]
+1 617-866-6022

North America

Sean Audet
Director, Corporate Communications
[email protected]
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
[email protected]
+1 617-866-6722


Joanna Richardson
Director, Corporate Communications
[email protected]
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
[email protected]
+44 (0) 118 9398 584

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