The client faced several challenges across its digital customer lifecycle: Inconsistent and inefficient customer acquisition and onboarding processes Limited use of AI in understanding and addressing customer needs A need to experiment with IoT and sensing technologies in latency-sensitive environments These challenges hindered the ability to scale digital transformation, deliver seamless user experiences, and unlock new sources of value.

Leveraged AI, behavioural science, and business intelligence to create personalised, intelligent customer experiences Delivered outputs such as a conversational product guide, Voice of the Customer (VoC) analysis, and a VoC resolution platform Tracked development through milestones from prototypes to MVPs. Conducted qualitative and quantitative research to uncover inefficiencies in onboarding and fulfilment Redesigned customer journeys and created digital tools to improve conversion and reduce cost-to-serve Outputs included strategy reports, journey blueprints, digital prototypes, and fulfilment tools. Established a Connected Intelligence Lab at Wits for testing latency-sensitive IoT solutions Explored AI-powered sensors and use cases for UtilityTech Key assets included the lab itself and a virtual UtilityTech platform, supported by a cross-disciplinary innovation team.