AI-Driven Retail Transformation for UK FinTech — CSAT 2.5→4.1, +36% Revenue & 1200% ROI

Industry: FinTech / AI & Data Strategy

Client

UK FinTech consulting firm

Goal

The goal was to drive AI and data-driven transformation in the FinTech sector, fostering innovation and growth while ensuring strict regulatory compliance across MENA and European markets.

Challenges

Designing AI solutions tailored to complex retail environments.
Optimizing store layouts and product placements to boost sales.
Enhancing customer engagement while driving measurable revenue growth.

Solution

Built and deployed an AI-powered customer insight platform with Edge technology for real-time footfall analysis, heatmaps, and path tracking.

Implemented GPT-4–driven automated customer service to cut response times, reduce errors, and free staff to handle complex queries.

Enhanced decision-making by centralizing customer behavior data, enabling data-driven strategies for store optimization and revenue growth.

Impact:

Increased customer engagement (CSAT) from 2.5 to 4.1, boosting retail revenue by 36%.

Automated 65% of customer service inquiries, improving service quality and satisfaction.

Achieved a 1200% ROI in the first year by managing 16,200 monthly customer service requests.

*Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.