Case Study: Vodafone Spain achieves higher revenue and customer lifetime value with Pegasystems Pega Customer Decision Hub

Vodafone Spain personalizes engagement in a competitive market

Vodafone Spain needed to stay relevant in a highly competitive telco market where price drives switching, and it wanted to move from a product-centric model to a customer-centric, omni-channel approach. To do that, Vodafone used Pegasystems’ Pega Customer Decision Hub to better manage customer engagement with real-time, contextual decision-making.

Pegasystems helped Vodafone Spain implement a three-step strategy of learning, reinforcing, and scaling through Pega Customer Decision Hub. The solution gave Vodafone a unified inbound and outbound view of customers, real-time reporting, and adaptive modeling, and it was deployed for the prepaid segment in just four months. The impact included 24% quarter-over-quarter revenue growth, 3.5x incremental redemption versus the control group, and 3x customer value versus the control group.

Vodafone

Ivan Lastra

Marketing, Commercial and Analytics Manager