EMEA Energy Provider

Challenges

  • Too many channel-specific solutions

  • ‘Real-time’ offers took hours to create

  • Low level of personalized offers resulting in lower acceptance

Solution

  • Redesigned Next Best Action (NBA) strategies to increase personalisation

  • Replaced hardcoded complex business rules with AI driven Pega low-code configuration

  • Redesigned delivery approach to introduce earlier testing and DevOps

  • Implemented robust error handling

Outcomes

  • Improved application experience, eliminated workarounds

  • Reduced call handling times, increased agent effectiveness

  • Personalised offers, increasing their acceptance

  • Improved Net Promotor Score