Case Study: VodafoneZiggo reduces churn and boosts engagement with BlueConic

VodafoneZiggo reduces churn by 4.53% with BlueConic

VodafoneZiggo, a Dutch telecommunications company, faced the challenge of not having a unified, real-time view of its customer data spread across multiple systems. This made it difficult to act instantly on customer behaviors, such as identifying a customer at risk of churn or one actively shopping for a new device. They partnered with the customer data platform (CDP) vendor BlueConic to address this central data fragmentation.

By implementing the BlueConic CDP, VodafoneZiggo unified customer profiles to enable real-time segmentation and activation. Key solutions included dynamic product recommendations based on a customer's device OS, real-time audience targeting on channels like Facebook, and an automated system that routed high-risk customers to specialized support chat. These efforts, powered by BlueConic, led to a 4.53% reduction in customer churn, a 17.6% increase in onsite customer interactions, and a 2.95% increase in add-to-carts from product recommendations.

VodafoneZiggo