Two words can make or break a business: customer experience. And that’s a fact that G2O, a customer experience transformation company based in Dublin, Ohio, knows all too well.
Led by CEO Kelly Gratz. G2O works to solve complex business challenges by operating at the intersection of customer experience (CX), technology, data, and transformational talent.
Ask Gratz the single most important thing people should know about G2O, and her answer is clear:
“We believe that experience is everything,” she said. “The quality of the experiences our customers’ clients have with their brand is what sets them apart in the modern marketplace. G2O specializes in making those experiences better to drive meaningful, measurable business growth and lasting value.”
Today, 89% of companies compete primarily on their customer experience, and 81% regard CX as the main competitive differentiator.
“Even a single negative experience can send customers to a competitor, while great experiences increase customer spend, drive retention, and fuel customer advocacy,” she said.
Of course, everyone is talking about AI, which has infiltrated countless industries. But how do companies begin to put it into practice?
“Our approach is to ground it in what actually matters: their data, their business goals, and the customer outcomes they want to improve,” Gratz said. “If you don’t start there, AI becomes more of a show than a solution.”
G2O utilizes a Data and AI Strategy Assessment to pinpoint where AI can genuinely make a difference, whether that’s improving efficiency, personalizing experiences, or uncovering novel insights.
Gratz and her company aren’t just talking the talk; they’re walking the walk.
“We’re using AI to accelerate prototyping and validation so clients can see ideas earlier, make faster decisions, and focus their people on the significant, complex challenges that still need a human touch,” she said. “That’s where the magic happens, when technology amplifies rather than replaces human creativity.”
This commitment to cutting-edge solutions and practical implementation begs the question: What makes G2O so successful?
Gratz has an answer without hesitation.
“The easy answer is the people,” she said. “I think we have the strongest leadership team in the region. That translates to strong, dedicated teams to partner with our customers.”
The focus on talent is central to G2O’s strategy, and their people are a big reason G2O moved its headquarters from Columbus to Dublin after the Dublin City Council approved an incentives package on March 4, 2020. Today, the company is headquartered at 5455 Rings Road.
“Whenever you move, it is always challenging to make everyone happy, and the Dublin site was conveniently located for the majority of our employees,” she said.
Beyond employee convenience, Bridge Park was a second reason for the move. “What a great area! We thought this would be an excellent place to host clients when they visit; it’s new, upbeat, and growing!”
The third was the nearby hotels and a variety of dining options.
And the fourth?
“We loved the space and how we could leverage it for our business!”
Company leaders love Dublin so much that they knew they wanted to plug into the community.
“Over the past few years, we have proudly partnered with organizations such as the Mid-Ohio Food Collective and the Ronald McDonald House,” she said. “Each year, we thoughtfully create a calendar of events specifically designed to give back and make a positive impact in the areas where we live and work. Through these initiatives, we aim to foster meaningful connections and contribute to the well-being of our community.”
She shared an example to show how this dedication manifests..
Gratz shared the story of a home builder client who was struggling with customers who were overwhelmed during the build process. As a result, the client was fielding too many support calls. Customers often had to drive to the site just to see what was happening.
G2O partnered with them to develop a customer portal that connected the client to the process from the start.
“This portal would actually share pictures, update the client on new activities, and remind them of their next step,” she said. “It significantly improved the entire buyer’s experience. The customer feedback has been exceptional!”
To learn more, visit g2o.com.
Comments are closed.