Case Study: Aegon achieves improved customer experience and operational efficiency with Pegasystems

Aegon - Customer Case Study

EE, the UK’s largest mobile operator with more than 31 million customers and 11,000 agents, faced declining revenues in a saturated market and low cross-sell/upsell conversion because agent-facing recommendations were generic and lacked context. Agents relied on experience rather than analytics, leading to inconsistent customer interactions and missed revenue opportunities.

EE implemented Pega Marketing and the Customer Decision Hub to deliver real-time, personalized next-best-action recommendations to agents. The solution tripled offers presented and quadrupled accepted offers, drove a 62% increase in cross-sell/upsell revenue, raised NPS by 5% for customers receiving recommendations, enabled new offers to go live in two days (not weeks), and generated an incremental ~£4 per cross-sell/upsell transaction.

Aegon

Nick Hill

Pega Delivery Centre Manager