Customer Engagement Summit London 2017: British Airways

At Pega’s Customer Engagement Summit London – Jo Boswell, Head of Customer Value Management and Rob Thorne, Customer Decisioning Manager, talked about personalising the journeys of their 50 million customers by turning to an omnichannel approach and centralising the decisioning to provide seamless and proactive customer experience, resulting in increased Net Promoter Score, better response rate and greater incremental revenue.