Next Generation Decisioning at British Gas

"To us, the benefits are incredibly clear. By having personalized, relevant and timely offers, we’re able to dramatically improve the customer experience. We’ve seen a 20% uplift in offer conversion rate, just in phase one."

– Jo Allen, Business Lead - Next Generation Decisioning, British Gas

Business Goals

As the company grew, it was difficult to keep technology and business operations integrated – which often led to customers becoming frustrated, or disengaged. That situation needed to change.


  • 5-Month Pega Marketing Implementation
  • Integration of All Customer Channels & Strategy
  • 20% Increase In Offer Conversion Rates
  • 86% Reduction in Data Latency for Call-Center & Web
  • 96% Reduction in Data Latency for Campaigns

Learn more about Pega Marketing