Our Chief Technology Office (CTO), Sameer Prakash is joined by Russell Welton, Design Authority at Vodafone at Pega’s annual flagship event, PegaWorld iNspire 2021. Together they showcase how we use Pega Customer Decision Hub to Ingest, Manage, Store, and Process Customer Events at the Always on Marketing implementation at Vodafone UK.
Vodafone UK has identified that data is the lifeblood of an always-on marketing/decisioning solution. Providing the ability to listen, process, respond to, and store customer- and system-generated events is central to the enterprise’s implementation. Vodafone used Pega’s utilities and toolkit to automatically listen to multiple (simultaneous) sources of event data, through batch (file-based), real-time (API-based), and streaming data feeds. The feeds are processed and aggregated in real time based on event-handling rules through Pega Event Strategy Manager.
With Pega’s UI toolkit, the brand implemented business friendly portals to manage the events through different technical capabilities. Hear how Vodafone UK implemented this solution to determine customer intent across channel touchpoints by using a natural-language-based selection in IVR, as well as customer browsing behavior from website and app, traffic usage, and customer events, such as abandoned baskets, data exhaustion, and leave requests.