Case Study: SiriusXM improves customer retention and revenue with Pegasystems

SiriusXM retains customers and expands relationships with Pega

SiriusXM, a leading North American audio entertainment company, needed to improve customer retention across its high-volume call centers. Its existing retention strategies were slow to deploy, lacked cross-channel data and insights, and were difficult for agents to use, creating a challenge for handling more than 12 million annual calls. SiriusXM partnered with Pegasystems and used Pega Customer Decision Hub to address these issues.

Pegasystems implemented Pega Customer Decision Hub across SiriusXM’s call centers and later extended it to web, chat, text, customer care, and IVR channels. The solution enabled dynamic, personalized retention offers and scripts based on usage, radio type, and subscription level, helping reduce agent talk time, improve customer survival rates, speed up retention strategy execution, and expand from four call centers to 15 after a successful trial, driving higher revenue outcomes.

SiriusXM

Jason Barbrow

Senior Vice President, Customer Retention