Case Study: AGL Energy achieves 75% lower cost per opportunity with Pegasystems Pega Customer Decision Hub

AGL Energy transforms customer relationships with Pega

AGL Energy, a major Australian provider of electricity, gas, mobile, and broadband services, needed a better way to manage increasingly complex customer relationships across multiple product lines. Using Pegasystems’ Pega Customer Decision Hub, AGL sought to replace fragmented data and an outdated CRM with a more personalized, real-time customer engagement approach.

Pegasystems helped AGL build a centralized Customer Engagement Engine that powered AI-driven decisioning, contextual conversations, and automated reporting for more than 200 staff. The transformation delivered measurable impact, including a 75% reduction in cost per opportunity, $800K in annual savings, a 30-point NPS improvement, and stronger digital engagement across key campaigns.

AGL Energy

Tim Naylor

Head of Marketing