Case Study: GBG achieves real-time CX innovation and significant revenue recovery with Alterian RealTime CX

Turning Insight Expertise Into CX Innovation

GBG, an identity management company, was facing increasing client demand for digital transformation and improved customer experience. While GBG could provide consultancy and campaign solutions, they lacked a central technology to link clients’ existing systems and listen to customers at every touchpoint to make data-driven recommendations in sub-100-millisecond real time — so they partnered with Alterian and its RealTime CX platform.

GBG implemented the Alterian RealTime CX platform with training and professional services support from Alterian, rolling out solutions for a sporting club and a travel company. The results were rapid and measurable: for the sports club 1 in 5 emails recovered a sale and each £1 invested returned £75–£90 in attributable sales; for the travel company the platform connected website and call-centre channels and delivered around £61,000 in directly attributable revenue.

GBG

Jayne Thomas

Client Engagement Director