Pegaworld 2016: How Delivering an Integrated Customer Contact Plan with Pega is Delivering Superior Customer Experience in British Gas (Video)
“Real-time is about adding color to the conversation. When you make it more real-time, you make it more relvant. Customers expect us to know what they're thinking right now... we owe it to them to talk about what they're interested in, in the context of the moment.”
- – Jo Allen, Business Lead, Next Generation Decisioning, British Gas
British Gas (BG) had historically designed their marketing strategy based on a product ladder and executed it through push communications. Channels and technologies were operating in silos, but BG has a vision of having relevant and timely conversation with their customers and building lasting relationships. Realizing that the current technology couldn’t facilitate this vision, change was inevitable. Join us for BG’s story, strategy, early benefits and results over the past 12 months.