The Impact of COVID-19 resulted in a strong demand for an at-home workout solution. SWEAT was able to position themselves as a leading service, as this was their main premise, pre-COVID-19. That said, behaviour and expectations from members changed, as their member demographics changed, particularly as many used the platform for the first time. Adam Koch will discuss how SWEAT learnt to understand the motivations of their new cohort and how this informed content, user-experience, and pivoted focus towards retention and renewal metrics.

·        Understanding consumer sentiment and utilising consumer data to inform content & deployment strategies.

·        Adapting the ability to pivot content direction and create a digital environment that addressed member needs.

·        Focus energies on engagement and retention, leaning heavily on organic acquisition and improving processes to address renewal metrics and strategies.