Case Study: EE quadruples accepted offers and boosts revenue with Pegasystems' Pega Marketing

EE Quadruples Successful Offers to Customers

EE, a UK mobile operator, needed to boost revenue per customer and improve retention by making marketing and retention offers more relevant across agents, retail and digital channels. Fragmented systems meant customers saw inconsistent, non-personalized offers that weren’t aligned to customer value or company priorities.

By deploying Pega Marketing for Communications to combine real-time context with big data and analytics, EE began presenting personalized 1:1 offers across channels that balance customer needs and value. The result: 200% more offers presented, a 300% increase in offers accepted, a 62% lift in cross-sell/upsell revenue, a 5% NPS increase, and the ability to launch new offers in two days instead of weeks.

EE

Suzanne Woolley

Head of Customer Base Management