Case Study: Vodafone UK improves customer retention with Pegasystems Pega Customer Decision Hub

Vodafone UK Always-on marketing improves customer retention

Vodafone UK needed to fix a fractured customer engagement strategy, with inconsistent messaging and no real-time, central view of customer intent across channels. The company began an Always-on Marketing initiative powered by Pegasystems’ Pega Customer Decision Hub to make its approach more customer centric.

Using Pegasystems, Vodafone UK implemented a centralized, real-time decisioning system that maps interactions to common intents and delivers the next best action across touchpoints. The result has been more relevant, personalized messaging, improved customer and employee engagement, and increased automation of business tasks, with Vodafone UK already partway through its transformation.

Vodafone

Russel Welton

Vodafone