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Product Awareness: National Customer Service Week
Transforming Customer Service at Virgin Media and OVO Group
CX Evangelist Videos
National Customer Service Week Blog
Challenge: Well-known in the tech industry for digital automation, Pegasystems (Pega) is less recognized for customer service solutions.
Solution: In addition to creating a content strategy for ongoing awareness efforts, I recognized the opportunity to make a bigger splash around National Customer Service Week (first full week of October). Previously, Pega hadn't done more than a single social post, so there was a lot of opportunity. I orchestrated a cross-channel, week-long campaign to drive impressions and ultimately views to our product page. It included a new customer testimonial video, blog post, paid media, and user-generated social content.
Results: We drove more than 1.7M impressions via paid display, saw a 65% increase in average views to the solutions page month over month, and more than 97K impressions for UGC on social.
Key collaborators: Product Marketing, Paid Media, Customer Success, CX Evangelism, Social Media, Regional Marketing.
