Session: Customer Case Study

Sainsbury's: On becoming the most trusted retailer where people love to work and shop

Date and Location



  • Radhika Ravickumar
    Senior Product Owner
  • Daniel Mintz
    Head of Technology

Sainsbury's is the UK's 2nd largest retailer. We first deployed Pega to handle customer complaints in our contact centres and have since extended it into 600 of our largest stores – all whilst undertaking a complete transformation of our technology organisation and adopting agile across our business. We have also made several huge acquisitions, leading to challenges of how to define a consistent omni-channel customer service strategy across brands. Our aim is to use Pega to support a friction-less shopping experience, supporting our strategy to know our customers better than anyone else.