Case Study: Liberty Global achieves enterprise-wide digital transformation and personalized customer experiences with Pegasystems

Liberty Global Digital transformation across systems and geographies

Liberty Global, the world’s largest international cable provider operating across 11 European countries, faced mounting legacy IT and technical debt after rapid growth through mergers and acquisitions. To remain competitive against non-traditional entrants and meet changing customer expectations, it needed a fast, scalable digital strategy that could deliver personalized experiences across systems and geographies.

Using Pega’s open-architecture platform, Liberty Global built an enterprise digital layer over legacy systems to feed its “Customer DNA” profile and leverage analytics, AI, and robotics for personalized customer care and marketing. The program delivered rapid results — an end-to-end digital IT stack in Belgium in 18 months and full diagnostics in Austria in 9 months — and produced a reusable suite of digital capabilities deployable across the organization.

Liberty Global

Rhona Bradshaw

VP Customer Experience Transformation