BT seeking SMB gains with EY insight, Pega platforms
Under the hood: how BT worked with EY and Pega to achieve a 360-degree customer view, implementing AI-powered propensity models, data-driven decisioning and hyper-personalisation to step up SMB engagement.
This article includes:
- Organisations: BT Group; BT Business; BT Consumer; BT Digital; EY; Pegasystems (Pega); Virgin Media O2 (VM O2); Vodafone UK.
- Geographic: Northern Europe; UK.
- People: Ashish Gupta; Chris Sims; Deepika Adusumilli; Harmeen Mehta; John Allen; Simon Matthews; Tim Hillier.
- Themes: Artificial intelligence (AI); Customer 360 view; Customer engagement; Customer value management; Data intelligence; Data science; Machine learning (ML); Next best action decisioning; Personalisation; Propensity models; Small- and medium-size business (SMB).
- Events: PegaWorld iNspire.
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