Transitioning from Loyalty to Ownership – How Customer Relationships are Evolving with Changing Customer Expectations

Transitioning from Loyalty to Ownership – How Customer Relationships are Evolving with Changing Customer Expectations

When we think of outstanding customer experience, we instantly think of Amazon. The poster child for customer-centricity, Amazon has always been a great example for all companies trying to learn a lesson or two on revamping their customer experience strategy and management. Think AI based product recommendations as you build your shopping cart, Alexa- your voice-based personal assistant, or Amazon Prime- a subscription-based service that has completely redefined the way brands build loyalty- Amazon has been at the forefront of all customer-centric innovation.

Amazon Prime takes loyalty a step further- it makes customers not just loyal users, but proud “product owners”. Amazon Prime, or any other Over The Top (OTT) subscription service for that matter, is built on what is now called the ‘platform model’. This model seeks to provide 360-degree personalized customer experiences to every user by combining the platform’s knowledge on customer behavior with brilliant content and massive inventory. The result- a seamless consumption process powered by an excellent understanding of the users’ needs and interests. Users feel a sense of “connect” with their account on Amazon Prime Video- through content that has been tailored only for them, and this builds a sense of belonging. According to a recent publication by HBR, more effective personalization can lead to 5-8x the ROI on marketing and improve sales by 10% or more.

It is not just the OTTs that are employing and benefiting from the platform model. Other verticals are applying subscription-based consumption strategies to grow their sales too. According to a recent report, 15% online shoppers have opted for some subscription service or the other, mostly via monthly deliveries, and the subscription market has grown by over 100% in the last five years.

Standard Hotels is building its user base by launching a subscription-based platform that will offer members special privileges like access to events, retail partnerships, dining experiences etc. They expect that users will engage better with their digital content, convert more, and visit more often- building loyalty like never before.

For brands to strengthen their subscription models, it is important to understand why customers opt for these subscriptions. Subscriptions can fulfil three needs:

Replenishments: These are daily use objects that customers need periodically. These subscriptions offer convenience

Curation: These are “handpicked” or tailored products or experiences that seek to delight customers

Access: These are aimed at providing special privileges in the form of exclusive offers, deals or other benefits to customers

Customers demand a great experience and are willing to subscribe to a product only if such automated purchases provide them with one or more of the benefits mentioned above. Amazon Prime Video, for example, offers customers curation (by means of a great and personalized movie and TV show selection and recommendations) and access (to faster and secure delivery). To keep the subscriptions going, Amazon will have to make sure that the experience delivered via the platform becomes more personalized over time. Amazon Prime as a model depends completely on repeat purchase to sustain the business. Churn could reduce the economies of scale Amazon operates with currently, leading to questions raised on the business model itself.

How do businesses looking to build and sustain subscription models avoid that? There are two key components to the success of this model-

Data integration and analysis

Large organizations capture customer data at various touch-points, over multiple transactions. This could be purchase history, call center tickets, social media reviews, feedback forms etc. What use is this data if it is stored in silos, and does not provide a 360-degree understanding of your customers’ needs and expectations?

Behavioral analytics

Historical data is great but does not do a very great job of predicting what your customers will want in the coming days, or weeks, or months, leaving organizations unprepared. Behavioral analytics is forward-looking and gets to the root of understanding “how” and “why” customers make decisions. By predicting with accuracy how customers’ needs will evolve, organizations can plan and cater to their demands well in time.

How can OSG help?

OSG Dynamo™ integrates data from all your customer touch-points like social media, CRM, POS, surveys etc. By using insights from behavioral analytics ,OSG Dynamo provides you real time guidance on what it is that will keep every customer hooked. Our insights can help you strengthen the personalization for your customer, improving their experience every time they use your product.

We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.

OSG Steps to Success

OSG is a “catalyst” that helps our clients be the best at decoding their customers’ decisions. Our clients have seen a minimum 20% improvement in customer engagement by implementing smart insights delivered using our behavioral analytics products.

The overwhelming world of customer experience technology – Picking the right CX platform for your brand

The overwhelming world of customer experience technology – Picking the right CX platform for your brand

Businesses interact with customers every day. Sometimes, these interactions may be good and at other times, they might not. But every experience determines whether customers continue to invest time and money with a specific brand. So, like it or not, your customers are talking. The question is –Do businesses have the right tools to capture what their customers are saying?

According to a leading industry report, the majority of organizations are making errors in their customer experience (CX) measurement programs because:

  • They don’t measure CX quality consistently
  • They don’t tie CX to business outcomes
  • They don’t act on their CX metrics in a structured fashion

The CX industry has gone through a lot of changes in recent years. Previously, there were only two options available to clients – An ‘entry level solution’ or an ‘enterprise ready solution’. Many clients were left dissatisfied due to the lack of more personalized experiences. Today, Software as a Service (SaaS) solutions are the go-to answer to improve customer experiences significantly.

SaaS-based CX solutions are easier to use because they don’t require specialized expertise for management or maintenance. A feature-rich CX application can be deployed in minutes at a lower cost. In addition, because it doesn’t require technical expertise, you can involve more team members in the CX process too. However, with a wide range of CX technologies available these days, it is important to choose the right tools for your specific set of challenges. Here are some questions to keep in mind when you’re making a decision:

Does the tool help you identify your customer needs?

It is imperative to know your customers’ needs and expectations before planning a product/service launch. CX platforms that have behavioral analytics capabilities can help assess what drives customer needs. Knowing customer behavior in advance will aid in creating products that truly address your customers’ unmet needs and improve loyalty and overall product satisfaction. Take US supermarket giant, Walmart for example. They cater to millions of customers and thereby collect large quantities of customer data. Walmart uses sophisticated data algorithms to predict which products consumers will buy based on past purchase history.

Does the tool understand shifts in customer sentiment?

With new products, services, tools and technology being launched in the market every day, there will be a swing in customer sentiment regularly too. A CX platform that provides real-time insights will be able to capture this shifting customer sentiment effectively. With a platform that is dynamic and adaptable to real-time change, you can make quick, informed decisions that will help you stay ahead of competition.

Can the tool personalize your CX metrics and targets?

Every organization needs to provide personalized experiences for their customers. This will allow them to meet customers’ needs more effectively and make interactions simpler and more positive. The right CX platform should be able to analyze customer data and combine it with behavioral technology to offer a more personalized experience for every customer you encounter. This will

guarantee customer satisfaction and increase repeat visits because your customers feel you know and value their needs.

Does the tool provide you actionable CX insights?

Your business needs a CX platform that ties insights to outcomes. The platform you choose should provide actionable insights that can be implemented to drive significant benefits for your customers. In return, to keep your team motivated, be transparent and share these insights so that you bring about organization-wide change. After all, with great insights comes great responsibility!

The ultimate key to CX success for an organization is to keep a tab on the experience delivered at every stage of interaction with customers, on an ongoing basis. This will help you get better and up your game over time.

So, how can we help on your journey towards providing better customer experiences?

At OSG, we want to help you enhance customer satisfaction and create customer-centric experiences for your clients. Powered by our AI driven big data analytics engine, OSG Dynamo our tools allows you to collate, manage and interpret data to derive actionable insights. You can then analyze these insights to understand what behavioral triggers can help customers stay motivated and engaged with your products. Our tools measures customer expectations and feedback to create personalized experiences that ensure customers stay loyal, therefore reducing churn and increasing customer retention. You can even design loyalty programs and generate more revenue with our superior behavioral analytics technology.

We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.

OSG Steps to Success

OSG is a “catalyst” that helps our clients be the best at decoding their customers’ decisions. Our clients have seen a minimum 20% improvement in customer engagement by implementing smart insights delivered using our behavioral analytics products.

The Chatbot Revolution – Establishing an Innovative Connection with your Customers

The Chatbot Revolution – Establishing an Innovative Connection with your Customers

Over the last decade, brands have spent a considerable amount of time, money and energy on establishing themselves on social media, creating “viral” content to increase brand awareness and recall. Facebook, Twitter, LinkedIn, Instagram, Snapchat and others have been hailed as the tools to “connect” with customers that were missing all these years

Case in point:

  • Disney introduced the Officer Judy Hopps bot just before Zootopia hit the theatres. Launched on Facebook, the idea behind the bot was to make users help Judy crack cases. The bot saw more than 10 minutes of engagement per user, and many frequent users, ensuring sustained interactions. Social media was rarely able to come close to this kind of engagement!
  • The Whole Foods bot builds on the finding that recipes are mostly searched for online in the isles of grocery stores, and thus provides users with delectable recipes they could try, along with store locations and product availability. Content marketing at its very best!
  • Luxury brand Burberry’s bot is an intelligent customer support channel, but also gives users insights into newly launched collections and what to expect in their fashion line, building an entire community of fashion-forward early adopters. I confess to having “chatted” with their bot for almost 15 minutes while looking for a bag.

Bots have the capability to impact many industries. The travel and hospitality industry, which is so vested in providing the best possible experience to its customers, can use chatbots in many innovative ways, some examples being – easy booking, concierge services, rewards programs, easy

checkouts etc. Retailers can use chatbots to cross-sell and up-sell based on customers’ purchase history, suggest products by understanding the customers moods and needs, check for inventory, help customers with latest trends etc. Banking, a vertical that typically struggles with customer service issues, can use chatbots to completely revamp their interactions with customers. For example, basis a customer’s credit history and relationship with banks, the bot can notify them of a new line of credit that they are eligible for, enabling cross-sell and up-sell. Customer service queries that are solved on the phone typically take a long time. With chatbots, the interaction can be successfully closed in a few minutes. The healthcare industry can bank on chatbots to significantly improve patient experience. Medical advice can be made easily accessible, reminders can be set for medication, and mental health check-ins can be provided. Clinical trials could really benefit from chatbots that do daily check-ins and monitor patient well-being.

The fact that the pace of chatbot development and launch is at its peak shows that bots are important and relevant. In the earlier days of bots, creation and launch was a complex process. Bots used a technique called language parsing to give pre-set responses to questions posed to them, leading to limited success in conversations. Today, bot launches are not so complicated. Companies like Chatfuel let you build bots within minutes, without any coding knowledge. Leading technology companies like IBM and Facebook are investing big bucks on furthering the capabilities of bots. IBM’s Watson uses powerful AI algorithms and ML on top of language parsing to improve conversation outcomes. These developments mean that bots can now learn from interactions and incorporate feedback received to continuously improve. This has led to richer conversations and more accurate responses. Consider this:

  • It is estimated that bots can reduce costs for businesses by up to $7.3 billion
  • The chatbot market is expected to grow by 35% year on year
  • By 2020, 80% businesses are expected to use chatbots to support customer engagement

OSG is at the forefront when it comes to innovation for customer-centricity. OSG uses a combination of behavioral analytics, artificial intelligence and machine learning to understand what matters to customers and continuously guide innovations. Our team is working to incorporate the power of chatbots in measuring customer experience at the “moment of truth” for a customer, designing new innovations for the future by overcoming the constraints faced in their journey, and helping them learn, purchase and relate to brands faster to build lasting relationship with the brand. We are building bots across multiple verticals for clients in the healthcare, retail, CPG and financial services verticals.

We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.

Well move away, social media. Messaging apps have taken over. Brand strategy is increasingly being shaped by messaging apps and consequently chatbots and virtual assistants, to create personalized interactions with customers, and ensure experiences that leave a positive emotional feeling and higher customer acquisition.

In keeping with American Eagle Outfitters’ marketing strategy of making communications authentic, their intimate apparel brand Aerie – which made headlines with the “Aerie Real” body positivity campaign – has extended this value to the ways in which the brand communicates with its audience, i.e. authentic communication with customers in the language they prefer, using the channels they frequent, and at times when they like to interact. Their chatbot allows users to learn about products and browse based on usage and preferences, read lingerie fitting and tips, and get inspiration from body positivity messages from the Aerie Real community, and leave feedback with the bot itself. It is not a surprise then, that the chatbot has given the brand twice the number of users their social campaigns ever gave them.

Although 67% of the chatbots that have been launched till date are used to simplify customer support, brands from across different verticals are increasingly using bots to connect with customers in innovative ways. Bots, in fact, have revolutionized the way in which brands approach customer engagement – be that giving out retail advice, as in the Aerie bot, awarding frequent users with discounts, as in Hotels.com, or assisting with shipping and logistics, as in UPS. Bots are also a very sophisticated platform for bi-directional marketing, i.e. giving out information about the product/brand to the customer, while also simultaneously collecting information for market research through surveys and feedback

OSG Steps to Success

OSG is a “catalyst” that helps our clients be the best at decoding their customers’ decisions. Our clients have seen a minimum 20% improvement in customer engagement by implementing smart insights delivered using our behavioral analytics products.

Conversations beyond social media- Using behavioral analytics to design messaging strategies that resonate

Conversations beyond social media- Using behavioral analytics to design messaging strategies that resonate

The right messaging strategy to connect with your customers can take your brand to the next level of success. As businesses become more and more savvy in ensuring a product/market fit, their marketing heads are also thinking constantly about bringing about a strong message/customer fit. What does this mean?

 

Simply put, to be able to create enough demand in the market, a business needs to not only solve for an unmet need or a pain-point, but also be able to communicate that value effectively to the right customers, at the right time and place. Without a message/customer fit, a product/market fit can fail.

With this in mind, and with the digital revolution manifesting itself in the form of on-the-go touch points, social media, review platforms, blogs, location-based targeting etc., nudges to drive interactions with the brand have become easier. Brands can better answer questions like-

  • What is the context?
  • Who is the audience?
  • What should trigger a message?
  • Where should the target audience receive the message?
  • When was the last contact made, and how intrusive is it? Is it too intrusive?

Yet, I wonder why I get emails suggesting I join an online dating service (I’ve been happily married for three years), where are marketers going wrong? We have a ton of data and access to customers, thanks to social media advertising and digital channels. Then why is it that we are still going by simple demographic and attitudinal segmentation to devise messaging?

It turns out the vast amount of data we store is not sufficient to devise well thought-through, perfectly-timed, messages that deliver the greatest impact. What is missing in this puzzle is a smart platform to churn all this data and understand your customers’ decision-making process. Enter behavioral analytics.

Behavioral analytics goes beyond the who and the what to understand the how and why behind your customers choices. In that sense, it is a forward-looking method, as it can tell you how your customers will behave in the future. With this intelligence in your arsenal, you will know which messages will resonate the most with your customers, and lead to the highest customer responses. An added layer of behavioral analytics will help you answer questions like:

  • What is the value of each individual message element for my product on key parameters like:
  1. Motivation / Call-to-Action?
  2. Believability?
  3. Uniqueness / Differentiation (Clarity/Relevance)?
  • What statements/claims resonate best overall with the stakeholder groups and individually with each group, why? How believable are they?
  • What statements/claims will effectively address the unmet needs for my product?
  • What order of statements/claims builds the most compelling story for all groups, and individually?

So, how can OSG help design the most effective communication strategy for you?

OSG Dynamo provides the methodology that can help capture whether the messages chosen (from among more than 50 messages) will help change behaviors, are unique and resonating, and will reach the largest audience.

OSG begins with a client workshop to deep-dive into historical data and identify the key messages and claims that need to be tested. This is followed by customer immersions to identify the jobs, outcomes, constraints and benefits customers seek along their journey, as also their reactions to the product and key messages and claims. Then, brainstorming sessions are conducted to identify what messages work and what don’t. Once a broad list of relevant messages is developed, OSG uses behavioral analytics to identify messages that resonate the most with your customers. Our TURF analysis (Total Unduplicated Reach and Frequency) identifies groups of messages that when combined are the most compelling to the greatest number of customers. With all this intelligence in place, OSG works with the client or their agency to build brand concepts that have the most resonance, irrespective of the channels used.

We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.

OSG Steps to Success

OSG is a “catalyst” that helps our clients be the best at decoding their customers’ decisions. Our clients have seen a minimum 20% improvement in customer engagement by implementing smart insights delivered using our behavioral analytics products.

Can Design Thinking Lead to Revolutionary Growth? Not if it Ignores Customer Expectations

Can Design Thinking Lead to Revolutionary Growth? Not if it Ignores Customer Expectations

Organizations nowadays are trying to create new consumption behaviors to keep customers engaged constantly. This ‘customer habit formation’ is at the heart of most successful enterprises. With greater access to customer data and context, businesses are employing design thinking to create unique and personalized customer experiences.

 

LinkedIn uses well-timed email reminders which serve as a nudge to bring visitors back repeatedly. A click on the email opens your LinkedIn app with a dashboard view on who viewed your profile, your rank in ‘page views’ and more. Additionally, it’s possible to read up on the latest content too, thereby stretching out a single visit of a few seconds, to a few minutes.

While this sounds like a simple transaction, LinkedIn needs to work hard to keep you hooked for those extra minutes. LinkedIn makes every effort to personalize your experience. Other companies like Apple, Google, IBM and more – are adopting similar techniques to attempt to drive customer-centricity at their core. By bringing constant improvements and changes through design thinking and creating better customer experiences, they support organizational growth.

Design thinking started as a creative strategy for designers to use, but the concept has been leveraged to solve issues in business and social contexts as well. Organizations use design thinking frameworks to meet their customers’ future needs in a way that is technologically feasible and viable to generate customer value and tap market opportunity. Simply put, design thinking helps in creating solutions that are realistic and executable but begins with understanding customers’ future expectations. It does so by following a five-step process as defined by the Hasso-Plattner Institute of Design at Stanford University:

Empathize – Define – Ideate – Prototype – Test

Organizations begin by empathizing with their customers’ needs and the problems they face along their journeys. This is done by analyzing historical customer data available with the company as well as through surveys, interviews, and other methods. At OSG, we do this using Illuminate, our bespoke behavioral and cognitive analytics-based solution – which allows us to understand and empathize with customers’ future expectations in an individualized manner. This information, which represents the “how” and “why” of customer behavior, is then analyzed to define a problem statement in a customer-centric manner. By identifying and defining the gaps, organizations can then ideate to come up with products and features to address these challenges. This is followed by the development of a product prototype or an intervention such as promotional nudge, ideally in an inexpensive way. This prototype is tested within the group, or with a limited set of target users, to gather feedback, and make further improvements. Finally, they arrive at a product, solution, messaging or promotional nudge that solves customer challenges.

While many organizations are using design thinking to see customer-centric growth, the more successful organizations factor in behavioral analytics to get a complete, 360° view of customers’ profiles. Behavioral analytics provide a deep understanding of customer decision making by understanding how customers will behave in the future. Marrying historical data with future customer behavior trends gives you deeper insights at the Empathize and Define stages of your design thinking process and helps you craft better customer experiences.

Take Apple for example. They keep customer-obsession as their primary focus, developing not only products that address future needs, but also a comprehensive solution that ensures a holistic

customer experience. Most other companies may be content with building new, innovative devices with the best equipment and features, but Apple strives for a holistic experience from support to service to software, in-store experience to online experience.

So, can design thinking-driven business strategy lead to revenue growth? Definitely! But for revolutionary growth, you must keep the customer at the center and combine design thinking with behavioral analytics. Remember, behavioral analytics is not just what customers did in the past, it starts with understanding their current and future needs, and how to address it with a holistic experience. As they say, it’s the customer that leads, and not the product. As a result, you must understand what jobs customers are doing and how the holistic experience can make those jobs better.

OSG’s Dynamo does exactly this for you. It begins with mapping your customers’ journey from awareness to consideration to purchase and reviews. By sourcing unstructured observations through customer immersion studies, ethnography studies, in-store camera feeds, social listening etc. and analyzing them using Dynamo (our big data analytics platform) it identifies jobs, outcomes, constraints and benefits that customers seek along their journeys, and personalizes and prioritizes them. Illuminate then identifies innovation corridors by identifying gaps and unmet customer needs, and comes up with new, innovative and comprehensive experiences including product improvements. These are tested and validated, and market opportunities are sized. By constantly identifying future customer need patterns, Illuminate also helps you create a continuous stream of innovations that keep you ahead of the competition. Illuminate can help you operationalize design thinking and deliver great results.

We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.

OSG Steps to Success

OSG is a “catalyst” that helps our clients be the best at decoding their customers’ decisions. Our clients have seen a minimum 20% improvement in customer engagement by implementing smart insights delivered using our behavioral analytics products.

Big Data Has Changed How We Understand our Customers – Or Has it?

Big Data Has Changed How We Understand our Customers – Or Has it?

The rush into Digital Transformation and use of digital marketing channels has seen an increase in observational data, almost 80% of which is unstructured. Under such circumstances, understanding your customer or getting a 360° view has a new meaning. Many have questioned whether traditional approaches like the use of surveys will be necessary because of the availability of big data. In his recent article, Gordon Wyner from Marketing Strategies International ponders that “observational data will take an increasing share of market research from surveys and instruments”. He highlights that more accurate results and better outcomes are the only way for alternatives to digital observational data to compete in the new world.

 

Traditional marketing intelligence systems have always been challenged to provide deeper insights, increased predictions in to future behaviors of customers using customer surveys, observations and experiments. They have wrestled with selection bias, non-response bias as well as the ability for traditional approaches to reduce the risk and guarantee success for new products, product/portfolio changes, marketing/message optimization and pricing/margin maximization. In the rush with more computing power than ever before, many companies have unleashed new artificial intelligence/machine learning algorithms using historical secondary/observational data that claim deep insights and predictive capabilities. The groundswell of unstructured data from social/digital media data from consumers is generating a new form of analytics using more sophisticated semantic engines like natural language understanding (using tools like IBM WATSON2, google XXX, among others)

Traditionally, market research, analytics, and marketing intelligence systems were measured on their ROI based on how well they helped reduce the risk of making a bad decision. However, core to reducing the risk or understanding ROI from data, analytics, must also be the ability of the approach to provide for more clarity around making the right decisions to support better customer acquisition, retention, and growth of customers. Actionability or clarity of actions, can only come from whether data (primary or secondary) helps decision makers reduce Signal-to-noise ratio (SNR). SNR has been widely used by engineers when designing electronics equipment. SNR= Signal/Noise or even a simple μ/σ. SNR is often measured in decibels as the unit of measure. SNR, more specifically the Ross criterion, speaks to the minimum threshold SNR required to clearly identify any type of signal; Example-Amplitude, frequency, etc. of audio signals, etc.In statistics, this is often referred to as “coefficient of variation.” Said another way, a higher SNR will yield more weight in the reason to take action or the choice of managerial decision making towards supporting customer-centric value systems.

SNR can only become smaller with such complex systems and unstructured data sources as Voice-to-text (VTT), where massive investments are being poured in for Amazon Alexa, Apple (Siri), Google Home, IBM WATSON, etc. The convenience of collecting VTT and creating big data may overshadow the value of the data and the ability to get higher SNR from this type of data. Innovation in VTT continues, as customer convenience continues to create differentiation in the future, and the value of this data needs to be assessed carefully. Other new technologies are emerging, creating even more noise in the data, particularly from video camera based facial muscle reading algorithms.

How do we make sense of this? Will Gordon Wyner’s concern hold true? Like Gordon Wyner in his article, we believe that new methods will have to merge to balance the convenience of such voice and video data, data from social media, among others that may have more noise driven by non-

representativeness of the responding population and the quality of the data that is collected, while providing convenience to the consumer. We believe that these are innovative ways to engage customers faster and more naturally and the new types of data and intelligence they collect must pass the SNR thresholds required to drive actionability and hence business outcomes.

OSG’s AI based big data analytics platform Dynamo, specifically drives a new 21st century vision for combining cognitive and behavioral ways to analyze data, improve the SNR in the marketing intelligence and deliver guidance to managers to take actions and deliver outcomes

This is why a retail customer of OSG delivered an $100M increase in revenues based on 3% increase in customer engagement while using Dynamo. Its unique big data analytics platform combines unstructured and structured data, that marries both cognitive and behavioral data and drives analysis to deliver the right outcomes. We understand not only what people do or say, but also why and help create actionable decisions. To conclude, at OSG, we think that tomorrow’s surveys will likely be increasingly verbal and recorded as both structured and unstructured responses to Amazon Alexa and Echo, would include recording of facial expressions while Dynamo will bring a better understanding of how to help change customer behavior by bringing the “what” and “why” together for each customer.

Technology helps observe customer behavior, the right triggers can help shape customer behavior.

We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.

OSG Steps to Success

OSG is a “catalyst” that helps our clients be the best at decoding their customers’ decisions. Our clients have seen a minimum 20% improvement in customer engagement by implementing smart insights delivered using our behavioral analytics products.