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Case Study

VodafoneZiggo creates meaningful customer dialogues

  • 200% increase in number agents using next-best-actions in first five months
  • 114% increase in acceptance rate
  • Real-time decisioning between 50+ next-best-actions
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“We needed to have an orchestration tool, one that could decide whom, to send what, at what time, and on what channel. That's why we invested in Pega.”

The Business Issue

VodafoneZiggo, the result of a 50/50 merger between Vodafone and Liberty Global, is the largest cable provider in the Netherlands – with approximately 50% of homes being a VodafoneZiggo customer.

VodafoneZiggo’s customers are informed by self-guided research, connected across channels, and empowered with multiple options. They have little tolerance for poor experiences.

To keep up with increasing customer demands, VodafoneZiggo needed to rethink their engagement strategy, moving from siloed, segment-based marketing to 1:1 customer engagement, with real-time, AI-driven next-best-actions.

The Solution

VodafoneZiggo’s goal is to “make sense and add value” during every interaction. To do so, they leverage Pega’s adaptive AI and machine learning capabilities to arbitrate between service, sales, marketing, and brand loyalty messages in real-time, based on each customer’s unique context.

VodafoneZiggo’s new 1:1 approach to customer engagement has already been implemented in the call center, with future plans to rollout to other inbound channels – like the web, retail stores, and the mobile app – as well as outbound channels, such as telesales, SMS, email, and paid media.

The Results

  • 45% offer acceptance rate
  • 25point increase in agent NPS
  • No additional handle time required when suggesting next-best-action

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Industry: Kommunikations-Dienstleister Produktbereich: Customer Decision Hub
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