Case Study: VodafoneZiggo reduces customer churn and boosts engagement with BlueConic

How VodafoneZiggo Reduces Customer Churn and Increases Engagement Using Real-Time Data

VodafoneZiggo, a leading Dutch telco, needed to unify customer data from CRM and offline sources so they could act in real time—identifying when customers were shopping for phones, unhappy with service, or prime for targeted offers. To solve this, VodafoneZiggo implemented the BlueConic platform (product recommendations, profiles, segmentation, connections and real-time activation) to centralize first‑party data and enable on‑the‑moment personalization.

Using BlueConic, VodafoneZiggo deployed OS‑aware product recommendations, real‑time segments to Adobe, Facebook and other systems, and a churn‑trigger workflow that routes at‑risk customers to chat. Results included a 3.5% increase in carousel CTR for returning mobile visitors, B2B uplifts (2.26% PDP visits, 2.95% add‑to‑carts), a 17.6% rise in B2C interactions, Priority platform gains (1.71% CTR, 1.18% PDP, 1.41% add‑to‑cart) and a 4.53% reduction in churn alongside a 7.14% increase in chats—while IT no longer needed to update recommendations manually.

VodafoneZiggo

Frank Beunk

Digital Personalization / Data Activation Expert