Case Study: VodafoneZiggo achieves 45% offer acceptance and real-time 1:1 customer engagement with Pegasystems

VodafoneZiggo creates meaningful customer dialogues

VodafoneZiggo, the largest cable provider in the Netherlands formed by a 50/50 merger of Vodafone and Liberty Global, faced increasingly demanding, self-informed customers and needed to move away from siloed, segment-based marketing. The company’s challenge was to deliver timely, relevant 1:1 engagement by deciding whom to contact, what to say, when, and on which channel using real-time, AI-driven next-best-actions.

VodafoneZiggo deployed Pega’s adaptive AI to arbitrate between service, sales, marketing, and loyalty messages in real time, starting in the call center with plans to expand to web, retail, mobile, and outbound channels. The solution enabled decisioning among 50+ next-best-actions and drove a 200% increase in agents using NBAs within five months, a 114% rise in acceptance rate, a 45% offer acceptance rate overall, a 25-point increase in agent NPS, and no additional handle time.

VodafoneZiggo

Nicole Verburg

Director, Customer Value Management