Case Study: Telenet achieves higher offer acceptance, more cross-sell, and lower churn with Pegasystems Customer Decision Hub

How Telenet anticipated customer needs and business growth with AI-powered decisioning

Telenet, a leading Belgian connectivity and entertainment provider, needed a better way to guide residential and business customers through new digital options while reducing churn and improving offer acceptance under intense competitive pressure. The company turned to Pegasystems and its Pega Customer Decision Hub to create a proactive, centralized view of each customer and recommend personalized upgrades and solutions.

Using Pegasystems’ AI-based Customer Decision Hub, Telenet built a real-time, “single-brain” decisioning system that anticipates customer behavior and supports always-on, high-touch marketing with minimal staff effort. The result was a 75% increase in offer acceptance, a 33% increase in cross-sell, and a 20% reduction in churn, helping Telenet position itself for continued growth.

Telenet

Abdel El Amrani

Vice President of Customer and Corporate I