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Case Study

Customer Outcomes in Communications and Media

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Communications Service Providers (CSPs) are at a unique moment in history. You have a once-in-a-management-lifetime opportunity to deliver a superior customer experience and create massive shareholder value. Customers want better self-service and streamlined live experiences across the physical and virtual worlds. Both initiatives promise significant cost savings and revenues.

However, it's not that simple for CSPs to revolutionize the customer experience. You must contend with complex products and price plans supported by legacy IT, siloed channels, and highly variable human decisions made throughout the customer lifecycle. Some industry leaders, however, are succeeding with this endeavor. These winners are taking a business-backed and technology-enabled approach to turning information into personalized insight and action.

Pegasystems is partnering with leading CSPs to significantly improve the customer experience while driving superior revenue growth and cost savings. Typical results: 40% growth in net promoter score, 300% increase in sales conversion, 10% to 20% churn reduction, and 15% to 20% reduction in AHT.

We invite you to download the eBook and learn how Pega is partnering with world-class CSPs to seize this inflection point and revolutionize the customer experience.


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