The Challenge

An incumbent industry leader attracted new investments to reinvigorate its brand and product offering. While the brand was well-respected and had market share leadership in several european markets, the brand struggled with top-line and net customer growth.

The Solution

We detailed a series of product investment initiatives that would reinvigorate the brand through innovative use of AI to improve the overall user experience. The project started with a simple prototype project and a number of user tests to prove that the AI could be implemented in away that would improve the customer experience and improve metrics for both net customer growth and overall customer retention. With strong performing OKRs, we were all to scale the effort from one product to the entire product line-up. In the process, we also updated the product stategy and AI became core to the company’s overall business strategy and brand positioning.

The Outcome

Upsell revenue increase by 8x over a three year period and the company was able to change its brand perception from being a classic industry player to being a fast-moving innovator with a focus on customer UX.