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Pega Discover: One-to-one Customer Engagement Online Summit: The Empathy Evolution at Vodafone

Real-time technologies have been ignored for a long time in marketing landscapes built around campaigns and segments. Companies didn’t have the analytics, automation, or data capabilities needed to get a return on investment (ROI). But as AI has become easier to adopt, those gaps have closed – and now real time is changing the nature of the profession.

This session will explore how real-time decisioning has made “customer empathy” possible, at scale – providing a means to understand what each customer is going through now, and to embrace it. We’ll explore how the team at Vodafone is using real-time decisions to calculate propensities, arbitrate messages and offers, and constantly recalculate next best actions for each individual and moment. Learn how Vodafone’s efforts are changing the nature of its relationships – across the lifecycle.


Industry: Communications Service Providers Solution Area: Customer Engagement Topic: AI and Decisioning Topic: Personalized Customer Experiences

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