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Case Study

Verizon transforms its customer experience with AI and automation

  • 90 omni-channel journeys supported
  • 1 billion transactions managed per month
  • Improved attach rates, NPS scores, and digital contact deflections

“If you look at every one of our channels today from a Customer Decision Hub perspective, be it digital, be it assisted chat, IVR, email, and SMS platforms, they’re all powered through this integration with our Next Best Action Engine. This connects back into our Verizon properties with our native AI technology, with information we know about our customer to really serve that right action at the right point in time.”

The Business Issue

Verizon is committed to building the networks that move the world forward. As one of the largest telecom providers in the U.S., its sheer size meant the company struggled to provide truly personalized experiences for its 90 million consumer-side customers.

Verizon wanted those customers to have a seamless experience – regardless of whether they walked into a store, made a call, or opened a chat. But its IT teams were challenged with disparate, channel-specific solutions that lacked standardization. The company recognized that delivering omni-channel experiences, end-to-end customer journeys, personalization, and real-time marketing would require a complete transformation. It needed an agile platform that could scale for the future all while delivering AI-driven next best actions, offers, and communications to keep customers engaged across channels.

The Solution

Already a Pega customer, Verizon worked to outline the right vision and requirements for further leveraging the platform. Together with partner Cognizant, the company implemented Pega's case management to orchestrate end-to-end customer journeys with continuity, so they could pause in one channel and resume in another. This enabled customers to show up in a digital channel and continue their journey into an agent-assisted channel without repeating steps or starting over.

Verizon established a unified platform architecture and governance, minimizing complexity and streamlining the deployment of new solutions. An integration of the Pega Customer Decision Hub™ into all channels further unified the customer experience, creating a single AI-powered brain that constantly delivers next best actions for seamless cross-channel customer experiences.

The Results

  • Supported 90 omni-channel journeys
  • Managed 1 billion transactions per month
  • More than 30% of transactions now leverage Pega’s pause and resume capability, allowing customers to pause their journey in one channel and resume it in another
  • Improved attach rates, NPS scores, and digital contact deflections
  • Delivered a cloud-based, standard tech stack that meets the digital needs of the business
  • Provided a rich reusable library of 4,000+ propositions, processes, and practices enabled through a COE and 200 certified Pega developers
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Industry: Communications Service Providers Product Area: Customer Decision Hub Solution Area: Customer Engagement
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