Video

Pegaworld 2016: How Delivering an Integrated Customer Contact Plan with Pega is Delivering Superior Customer Experience in British Gas (Video)

  • Video
  • 39:29

“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.

Tags

Related Resources

PegaWorld 2018 promo card

PegaWorld 2018

Registration is Now Open

Discover why 4,500 global leaders plan to join us next June in Las Vegas!

The Salesforce.com Alternative

Considering Salesforce.com?

Don’t fall for the hype. See why today’s leading enterprises choose Pega CRM.