BT’s Journey to World-Class Lifecycle Management & Omni-Channel Decisioning

BT Consumer is on a mission to re-invent themselves as a personal & local brand, with world-class Customer Lifecycle Management. The only way we can succeed (and grow our bottom-line) is with a step-change in our engagement capabilities – transforming how we interact with existing customers, and how we acquire and develop new relationships. In this session, BT will describe how implementing Pega’s always-on, next-best-conversation approach has given them a critical competitive advantage, enabling the company to live up to its brand promise. We will highlight the crucial organisational transformations required for implementation across multiple brands, in a cross-group programme - and showcase the results to-date, earned by leveraging AI and machine learning across a wide array of channels and touch-points.