PegaWorld iNspire 2023: How Vodafone Uses Pega to Deliver a Value-driven Retention Experience in Assisted and Digital Channels (Presentation)

There are some questions that are consistent across all telco upgrade teams: How do you drive the best upgrade experience? How do you ensure you’re not losing the customer to a competitor? How can you drive upsell? How do you reduce dilution?

Discover how Vodafone is using the Pega Customer Decision Hub™ and Pega Next Best Action Advisor to deliver the right offer for the right customer – to ensure the customer has an easy decision, lower fall-out rates, reduced churn, improved post-upgrade value, and improved experience, across call centers, retail (using tablets), digital, app, and other touchpoints.