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Liberty Global: Delivering personalized experiences at scale

Hear how Liberty Global overcame the challenges of a complex IT environment due to mergers and acquisitions to deliver personalized customer journeys.

Watch the full PegaWorld 2018 keynote to learn more about how Liberty Global's transformation responds to the changing needs of customers.


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Transcript:

Rhona Bradshaw: You want your services to be easy to access, easy to use, and work seamlessly across any device. Your phone, your laptop, your tablet, even your TV. Omnichannel experiences are now a baseline expectation because of experiential competitors, and on top of that, our customers are now comparing us to perceptual competitors who are ripping up the rule book and changing the game completely.

D. MacDonald: Like most large corporations out there, Liberty has grown through extensive mergers and acquisitions, but with that comes a lot of technical debt. For instance, Virgin Media, which is the U.K. arm of Liberty Global, has grown through the merger of 35 separate companies, each with its own IT estate. The light bulb is that we are simply going to create an enterprise digital layer with Pega at its heart, that will work across the entire IT state, supporting internal and external customers with personalized journeys. It's really simple, but, like a light bulb, it helps you see clearly.

Rhona Bradshaw: But it's not how much data, it's what you do with it that matters, so we feed all of this data into our centralized Pega brain. We call it our customer DNA, and that's where we get the ability to create personalized experiences that we can use across care, marketing, recommendations and much more. Because Pega enables frictionless experiences and drives personalization, two things that our consumers absolutely demand.

D. MacDonald: And because Pega works on any legacy IT, and as you can see, we've got a lot of legacy IT.

Rhona Bradshaw: And because Pega is easy to implement and deliver at speed. In Austria, from conception to implementation, we've delivered full diagnosing capabilities within nine months. In the U.K., we've delivered personalized offers, and when it's complete in Germany, our care solution will sit across our online platforms as well as our call centers.

D. MacDonald: But in Belgium, we took actually a transformation-led approach, and there we built an end-to-end digital IT stack, including, a system's record, in an 18-month period.

Rhona Bradshaw: But it's not all about technology. Successful digital transformation requires a complete mindset. It requires a different way of thinking, it requires us to challenge the status quo. When you bring technology, experience and cultural change all together, that's when we create something truly magical.


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