GALAHAD

Recommender systems for customer personalization

Personalization for customers, delivered through recommender systems, is the focus of GALAHAD's work. The company helps clients design, customize and deploy recommender systems, with the aim of making the value of personalization real for each client's business. Customers are shown what suits them, and the client's business grows as a result. The company says its team includes early pioneers and newer innovators in decision optimization technology, and that it has applied its solution in many industries over roughly twenty years of building data-driven customer solutions.

What a Galahad engagement includes

The work is delivered in parts. An acceleration plan begins with a personalization readiness assessment, which leads to a personalization strategy, recommendations and an implementation roadmap. A rapid start option gives an automated recommender that draws on models and customer segments the client already holds. Where gaps exist, it can be paired with a customer cube, a suite of predictive models for customer growth, retention and price elasticity. Integration and setup includes a customized user interface for setting personalization parameters, and secure APIs that connect the system to source data and to the client's marketing and sales tools.

Testing, measurement and learning

Initial configurations are checked through test simulations, to confirm that the right message reaches the right customer through the right channel. The company provides a testing and measurement framework that quantifies the incremental benefit to customers and to the business. This includes a multi-touch attribution model that helps guide spending across marketing channels. Its continuous learning design lets the model update itself from actual results data. The company also says it can help train and deploy a digital assistant that delivers recommendations within a client's existing customer service workflows.

Claims and sources

The company cites industry research on personalization, including a McKinsey finding that firms committed to personalization strategies achieve revenue increases of 5 to 15 percent. It says its pre-built solution can cut implementation timelines by half and generate a return of around six times the investment in personalization. These are the company's own statements and figures drawn from third-party research, not independent results. The company also states that its single focus is helping clients delight and grow their customers using the most advanced personalization technology and practices available.