How GlobalData Delivers More Personalized Customer Engagement with Planhat
36
36
%
%
At-risk customers proactively engaged
At-risk customers proactively engaged
+
+
300
300
Hours saved annually per person
Hours saved annually per person
GlobalData
GlobalData
1001-5000 Employees
Enterprise
1001-5000 Employees
Enterprise
Headquarters
United Kingdom
Headquarters
United Kingdom
Switched to Planhat
2020
Switched to Planhat
2020
HighlightED Processes
GlobalData is an intelligence platform integrating proprietary datasets, industry research and expert analysis to support market forecasting, competitive intelligence and strategic decision-making. Its post-sales teams needed a shared view of customers to connect existing intelligence with coordinated action across the customer journey.
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Challenge
GlobalData serves customers through a connected subscription platform and a consulting arm, supported by account managers, customer success teams, research analysts and product experts. Each role contributes to the customer relationship, but before Planhat, those teams worked across different systems without a unified understanding of each customer.
The business had already invested in powerful in-house tools—these surfaced signals about where attention was needed, but teams still had to manually interpret the data, decide what mattered and determine their next action. Additionally, fragmented context made it harder to coordinate the post-sales journey for each customer.
GlobalData needed a shared foundation that could connect its existing intelligence with customer-facing execution.
Before Planhat, we had a lot of insight, we had a lot of data, but it was a bit murky in terms of figuring out what to do with that data.”
“
Share
GlobalData serves customers through a connected subscription platform and a consulting arm, supported by account managers, customer success teams, research analysts and product experts. Each role contributes to the customer relationship, but before Planhat, those teams worked across different systems without a unified understanding of each customer.
The business had already invested in powerful in-house tools—these surfaced signals about where attention was needed, but teams still had to manually interpret the data, decide what mattered and determine their next action. Additionally, fragmented context made it harder to coordinate the post-sales journey for each customer.
GlobalData needed a shared foundation that could connect its existing intelligence with customer-facing execution.
Before Planhat, we had a lot of insight, we had a lot of data, but it was a bit murky in terms of figuring out what to do with that data.”
“
GlobalData serves customers through a connected subscription platform and a consulting arm, supported by account managers, customer success teams, research analysts and product experts. Each role contributes to the customer relationship, but before Planhat, those teams worked across different systems without a unified understanding of each customer.
The business had already invested in powerful in-house tools—these surfaced signals about where attention was needed, but teams still had to manually interpret the data, decide what mattered and determine their next action. Additionally, fragmented context made it harder to coordinate the post-sales journey for each customer.
GlobalData needed a shared foundation that could connect its existing intelligence with customer-facing execution.
“Before Planhat, we had a lot of insight, we had a lot of data, but it was a bit murky in terms of figuring out what to do with that data.”
Solution
GlobalData undertook an extensive RFP covering the major platforms in the market, prioritizing flexibility, a collaborative partner and support in the right time zones.
Planhat stood out for its product evolution and the scope to build around GlobalData’s specific needs. The platform could incorporate existing tools and AI investments while providing a shared environment for customer insight, workflows and engagement. This gave GlobalData room to innovate with AI without abandoning the capabilities it had already developed.
Planhat’s team also helped set it apart. Many had previously led customer success teams, giving them firsthand experience of the challenges GlobalData wanted to solve. Since implementation, GlobalData has received ongoing support from its dedicated customer success manager, technical account team and Planhat’s leadership to adapt the platform as its needs evolve.
What really stood out was the product and evolution we’d seen over the time that we knew Planhat, the fact that you had an incredible team, and also the flexibility in how we wanted the product to evolve.”
“
Share
GlobalData undertook an extensive RFP covering the major platforms in the market, prioritizing flexibility, a collaborative partner and support in the right time zones.
Planhat stood out for its product evolution and the scope to build around GlobalData’s specific needs. The platform could incorporate existing tools and AI investments while providing a shared environment for customer insight, workflows and engagement. This gave GlobalData room to innovate with AI without abandoning the capabilities it had already developed.
Planhat’s team also helped set it apart. Many had previously led customer success teams, giving them firsthand experience of the challenges GlobalData wanted to solve. Since implementation, GlobalData has received ongoing support from its dedicated customer success manager, technical account team and Planhat’s leadership to adapt the platform as its needs evolve.
What really stood out was the product and evolution we’d seen over the time that we knew Planhat, the fact that you had an incredible team, and also the flexibility in how we wanted the product to evolve.”
“
GlobalData undertook an extensive RFP covering the major platforms in the market, prioritizing flexibility, a collaborative partner and support in the right time zones.
Planhat stood out for its product evolution and the scope to build around GlobalData’s specific needs. The platform could incorporate existing tools and AI investments while providing a shared environment for customer insight, workflows and engagement. This gave GlobalData room to innovate with AI without abandoning the capabilities it had already developed.
Planhat’s team also helped set it apart. Many had previously led customer success teams, giving them firsthand experience of the challenges GlobalData wanted to solve. Since implementation, GlobalData has received ongoing support from its dedicated customer success manager, technical account team and Planhat’s leadership to adapt the platform as its needs evolve.
“What really stood out was the product and evolution we’d seen over the time that we knew Planhat, the fact that you had an incredible team, and also the flexibility in how we wanted the product to evolve.”
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
GlobalData now has a shared place to understand its customers and coordinate action. A new NPS program brings customer feedback into product and strategic decisions, GlobalData's own AI model delivers content recommendations inside Planhat, and product teams are running an outreach program for the first time.
Teams now build on reusable workflows to launch initiatives across the customer lifecycle, from offers and re-onboarding to customer delight campaigns.
The next phase will explore agents, deeper system connections and broader automation. With its customer data and existing AI capabilities connected in Planhat, GlobalData has established the foundation for that expansion.
Planhat builds outcomes. It enables us to not just see where we have problems, but also work in partnership to drive those outcomes.”
“
Share
GlobalData now has a shared place to understand its customers and coordinate action. A new NPS program brings customer feedback into product and strategic decisions, GlobalData's own AI model delivers content recommendations inside Planhat, and product teams are running an outreach program for the first time.
Teams now build on reusable workflows to launch initiatives across the customer lifecycle, from offers and re-onboarding to customer delight campaigns.
The next phase will explore agents, deeper system connections and broader automation. With its customer data and existing AI capabilities connected in Planhat, GlobalData has established the foundation for that expansion.
Planhat builds outcomes. It enables us to not just see where we have problems, but also work in partnership to drive those outcomes.”
“
GlobalData now has a shared place to understand its customers and coordinate action. A new NPS program brings customer feedback into product and strategic decisions, GlobalData's own AI model delivers content recommendations inside Planhat, and product teams are running an outreach program for the first time.
Teams now build on reusable workflows to launch initiatives across the customer lifecycle, from offers and re-onboarding to customer delight campaigns.
The next phase will explore agents, deeper system connections and broader automation. With its customer data and existing AI capabilities connected in Planhat, GlobalData has established the foundation for that expansion.
“Planhat builds outcomes. It enables us to not just see where we have problems, but also work in partnership to drive those outcomes.”
GlobalData introduced NPS through Planhat, adding a structured program to its existing customer surveys. Together with product feedback captured in the platform, this gives teams a more consistent view of customer sentiment and the priorities customers want the business to address.
The insight feeds directly into the product roadmap and wider strategy. The consulting arm also uses Planhat to understand the voice of the customer, extending the value of the feedback program across both sides of the business.
With NPS running for just under a year, GlobalData was beginning to compare responses across survey rounds. Early repeat responses showed individual customers increasing their scores after earlier feedback had been acted on, giving the team visibility into how their work was affecting sentiment.
Getting such rich insight has kind of enabled us to really connect more with our customers and build feedback into our product roadmap and overall strategy.”
“
GlobalData introduced NPS through Planhat, adding a structured program to its existing customer surveys. Together with product feedback captured in the platform, this gives teams a more consistent view of customer sentiment and the priorities customers want the business to address.
The insight feeds directly into the product roadmap and wider strategy. The consulting arm also uses Planhat to understand the voice of the customer, extending the value of the feedback program across both sides of the business.
With NPS running for just under a year, GlobalData was beginning to compare responses across survey rounds. Early repeat responses showed individual customers increasing their scores after earlier feedback had been acted on, giving the team visibility into how their work was affecting sentiment.
Getting such rich insight has kind of enabled us to really connect more with our customers and build feedback into our product roadmap and overall strategy.”
“
GlobalData introduced NPS through Planhat, adding a structured program to its existing customer surveys. Together with product feedback captured in the platform, this gives teams a more consistent view of customer sentiment and the priorities customers want the business to address.
The insight feeds directly into the product roadmap and wider strategy. The consulting arm also uses Planhat to understand the voice of the customer, extending the value of the feedback program across both sides of the business.
With NPS running for just under a year, GlobalData was beginning to compare responses across survey rounds. Early repeat responses showed individual customers increasing their scores after earlier feedback had been acted on, giving the team visibility into how their work was affecting sentiment.
Getting such rich insight has kind of enabled us to really connect more with our customers and build feedback into our product roadmap and overall strategy.”
“
GlobalData brought an established AI capability to the partnership: an in-house customer insight model that connects information across its technology stack and recommends content relevant to each customer. That model is now deployed inside Planhat, bringing personalized recommendations into the environment where teams manage customer engagement.
By connecting their existing AI model to Planhat, the business can make its intelligence available within customer workflows and use it to inform the content account teams discuss with customers.
The deployment also revealed further possibilities: the director of innovation who built the model was struck by Planhat’s flexibility, prompting the team to consider how more AI development could happen within the platform.
The team are beginning to explore agentic capabilities and to connect additional systems so teams can analyze more information directly in Planhat.
One of our directors of innovation, who’s built our customer insight model, actually came to me saying ‘I wish I’d done this in Planhat first,’ because of the kind of flexibilities and capabilities that we’re seeing within Planhat.”
“
GlobalData brought an established AI capability to the partnership: an in-house customer insight model that connects information across its technology stack and recommends content relevant to each customer. That model is now deployed inside Planhat, bringing personalized recommendations into the environment where teams manage customer engagement.
By connecting their existing AI model to Planhat, the business can make its intelligence available within customer workflows and use it to inform the content account teams discuss with customers.
The deployment also revealed further possibilities: the director of innovation who built the model was struck by Planhat’s flexibility, prompting the team to consider how more AI development could happen within the platform.
The team are beginning to explore agentic capabilities and to connect additional systems so teams can analyze more information directly in Planhat.
One of our directors of innovation, who’s built our customer insight model, actually came to me saying ‘I wish I’d done this in Planhat first,’ because of the kind of flexibilities and capabilities that we’re seeing within Planhat.”
“
GlobalData brought an established AI capability to the partnership: an in-house customer insight model that connects information across its technology stack and recommends content relevant to each customer. That model is now deployed inside Planhat, bringing personalized recommendations into the environment where teams manage customer engagement.
By connecting their existing AI model to Planhat, the business can make its intelligence available within customer workflows and use it to inform the content account teams discuss with customers.
The deployment also revealed further possibilities: the director of innovation who built the model was struck by Planhat’s flexibility, prompting the team to consider how more AI development could happen within the platform.
The team are beginning to explore agentic capabilities and to connect additional systems so teams can analyze more information directly in Planhat.
One of our directors of innovation, who’s built our customer insight model, actually came to me saying ‘I wish I’d done this in Planhat first,’ because of the kind of flexibilities and capabilities that we’re seeing within Planhat.”
“
GlobalData now runs a dedicated program of product-team outreach through Planhat, giving customers regular access to expert insights and content recommendations. This creates a consistent engagement cadence that the business did not have before.
Connected to GlobalData’s own AI customer insight model, content recommendations help make that engagement more relevant to each customer. The response is encouraging: email open rates and engagement with the GlobalData platform are both trending upwards, with performance visible in Planhat.
The same workflow foundations support an expanding range of initiatives, including offers, re-onboarding and customer delight campaigns. Teams can adapt those foundations to new priorities, creating more coordinated touchpoints throughout the post-sale lifecycle.
The feedback that we see in Planhat from our customers on things like open rates and engagement with our platform is on a steady incline, which is fantastic.”
“
GlobalData now runs a dedicated program of product-team outreach through Planhat, giving customers regular access to expert insights and content recommendations. This creates a consistent engagement cadence that the business did not have before.
Connected to GlobalData’s own AI customer insight model, content recommendations help make that engagement more relevant to each customer. The response is encouraging: email open rates and engagement with the GlobalData platform are both trending upwards, with performance visible in Planhat.
The same workflow foundations support an expanding range of initiatives, including offers, re-onboarding and customer delight campaigns. Teams can adapt those foundations to new priorities, creating more coordinated touchpoints throughout the post-sale lifecycle.
The feedback that we see in Planhat from our customers on things like open rates and engagement with our platform is on a steady incline, which is fantastic.”
“
GlobalData now runs a dedicated program of product-team outreach through Planhat, giving customers regular access to expert insights and content recommendations. This creates a consistent engagement cadence that the business did not have before.
Connected to GlobalData’s own AI customer insight model, content recommendations help make that engagement more relevant to each customer. The response is encouraging: email open rates and engagement with the GlobalData platform are both trending upwards, with performance visible in Planhat.
The same workflow foundations support an expanding range of initiatives, including offers, re-onboarding and customer delight campaigns. Teams can adapt those foundations to new priorities, creating more coordinated touchpoints throughout the post-sale lifecycle.
The feedback that we see in Planhat from our customers on things like open rates and engagement with our platform is on a steady incline, which is fantastic.”
“
Before Planhat, GlobalData’s customer insight was spread across disconnected systems. Today, shared feedback, AI-powered recommendations and consistent outreach enable more personalized engagement, with a strong foundation for further agentic development.
Before Planhat, GlobalData’s customer insight was spread across disconnected systems. Today, shared feedback, AI-powered recommendations and consistent outreach enable more personalized engagement, with a strong foundation for further agentic development.
Before Planhat, GlobalData’s customer insight was spread across disconnected systems. Today, shared feedback, AI-powered recommendations and consistent outreach enable more personalized engagement, with a strong foundation for further agentic development.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.