Transforming Customer Experience in Wellness with AI-Driven Personalization
Client
A digital wellness platform with 10M+ members.
Challenge
Our client sought help with low product utilization.
Approach
We began by benchmarking performance, identifying target metrics for improvement, and analyzing customer insights. The analysis uncovered that users were overwhelmed and needed help determining which actions and products best suited their needs.
We suggested implementing an AI-powered recommendation engine that provided personalized actions and product recommendations. We collaborated with the product team to prioritize this feature and leveraged third-party expertise to accelerate development while building the in-house AI team's capabilities.
Key Insight
AI can enable greater personalization with minimal data, but having usable data is critical. Getting the infrastructure right maximizes effectiveness, reduces development time, and minimizes risk.
Results
User engagement increased by 18%, and the completion of in-app purchases improved by 64%.
“Thanks to BGP, we now have the insights and tools to offer a truly personalized experience to our users, something that sets us apart in a competitive market.”
