Case Study: T-Mobile achieves more personalized customer experiences with Pegasystems Pega Customer Decision Hub

T-Mobile Centers the customer experience with Next Best Action

T-Mobile, one of the largest wireless carriers in the United States, wanted to make its customer experience more relevant and personalized at scale. As competition increased and 5G opened new opportunities, T-Mobile turned to Pegasystems and Pega Customer Decision Hub to help deliver the right offer or action to customers in real time.

Pegasystems implemented Pega Customer Decision Hub with Next Best Action, using AI and machine learning to guide frontline experts with recommendations tailored to each customer’s needs and context. The result was a more personalized experience, stronger agent performance, improved retention, and an 8-point increase in Net Promoter Score.

T-Mobile

Mark Smith

Senior Technical Product Manager