Session: Customer Case Study

British Airways: To Fly. To Serve: Realizing our vision of an always-on marketing brain

Date and Location



  • Rob Thorne
    Customer Decisioning & Data Governance Manager
    British Airways

British Airways is delivering on omni-channel personalisation to improve customer engagement, drive up customer value and ensure a relevant, consistent and contextual conversation with the customers at every touch-point. In this session, we will expand on this vision and provide a summary of our progress in rolling out Pega across all customer journeys and deploying additional channels, moving from concept to reality, from project to business-as-usual