Customer Engagement with interactive personalized videos based on Real Time technology

1. Video -
The next big thing in customer engagement
Marc Hirtz
Vice President Software Solutions, Pitney Bowes
Carmen Cimirro
Digital Marketing Initiatives, Agos Ducato S.p.A.

2. Redefine the video experience by evolving to videos that interact
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Traditional video
Everyone sees the
same thing.
Personalized video
Each viewer sees their
own video.
Interactive Personalized Video
Each viewer charts their own
unique video experience.

3. EngageOne® Video:
The video revolution is here.
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Create 1:1 customer interactions.
Real-time personalized video content
specifically addresses each individual
customer and his/her needs.
Achieve compelling results.*
• More clicks.
• Longer view times.
• 98% positive response.
• CSRs can focus on value-added tasks
• $MM in incremental sales.
*Examples of results from companies using EngageOne Video.
Drive interactive two-way dialogues.
Actively engages customers letting
each one define his or her own video
journey in real time.
Increase success.
+25%
on-time
payments*
+44%
Boost in
sales*
+72%
Customer Sat
NPS*

4. EngageOne® Video Impressions
Personal and language-sensitive greeting
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6. EngageOne® Video is already proving its worth.
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Sales
Major financial services
company explains investments
to advisors and customers.
Real results:
• $30MM increase in sales.
• 44% increase in sales productivity.
Service
Leading telco explains
its bills to customers before
they ask.
Real results:
• 24% increase in on-time bill pay.
• 32% reduction in bill-related calls.
Customer education
P&C insurer educates its
customers on home insurance
coverage.
Real results:
• 2.5X the average open rate.
• 2X+ the average view time.
• Universally enthusiastic
customers response.

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You will see a video bill explainer for a bundled telco service including…
• Personal, language sensitive greeting
• Payment summary overview
• Viewer-selected service charge drill down
• Up-sell recommendation
 International Call Plan
• Call to action
 click-to-buy
 sign up to online portal / self-service
 pay now
 collect customer feedback

8. AGOS: company overview
Vastly superior
results
EngageOne®
Video
Mass market
strategy
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• Consumer credit company
(majority stakeholder Crédit Agricole Bank)
- Market leader in Italy
- 2.000 employees
• 30 years on the market
• Huge network
230 agencies and 30K dealers
• Customer focused:
- 9 million customers
- 90% of customer satisfaction
- 4.6/5 rating on eKomi
- 8.7/10 rating on Trustpilot
- Best Finance company for communication, products and customer assistance

9. Main objectives:
1. Create engagement
both internally and with customers and prospects
2. Increase sales
through emotional content
3. Improve customer understanding
by asking needs, desires and preferences in real time
Business challenge & selection process
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Key partner assets:
Agos selected Pitney Bowns due to the ability to deliver:
• personalization: show customers that we know them well
• interactivity: to collect info on customer needs and desires
• real time comm: to create the WOW effect and buzz!
• sharing mechanisms: to maximize the impact & word of mouth
The scouting of the right supplier was pretty simple
because no other partners offered all the above together

10. The video requested a 360° internal engagement with the whole company:
communication, marketing , legal, operations, IT, HR…
It was a great way to create
a cohesive team-spirit and
focus attention to customers
Many challenges:
- used the real time weather as initial hook
- registered +300 names for welcome messages
- collected +500 pictures to show their real personal consultant
- created a dynamic simulator to calculate loans
The backstage in a nutshell
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Buongiorno Flavio
please enter

11. Storyboard: 1, 2, 3 Agos! Realize your dream!
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• Agostino speaks with users
in a personalized way and brings them in
a magic world
• He asks for customers’ dreams and
proposes a personalized loan to realize it
Do you know
that Agos
….
for short channel users
for long channel users
for prospects

12. Video was promoted through:
- direct email marketing for customers
- website and Facebook for prospects
- internal Newsletter for employees
Performance highlights:
• In 10 days 20% of users opened the video
• +600% CTR in comparison
to other email campaigns
Feedback:
Both employees and users were positive:
 They felt belonging to the company
 They sensed to be important
What’s next?
The video will be promoted with different offers during the next
6 months to test the best performing personal offer
Communication: preliminary results & plan
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13. Combine the cost-effectiveness of email, web and mail with
personalized interaction to help you drive compelling results.
Vastly superior
results
EngageOne®
Video
Mass market
strategy
• 1:1 personalization
• Two-way interaction
• Real-time updates
• Measureable results
• Focused on
engagement and ROI
• Low cost per contact
• Scales easily
• Focused on awareness
• More revenues
• Lower costs
• Greater engagement
• Increased satisfaction
• Higher lifetime value
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14. Thank you !
Find out more about EngageOne Video
from Pitney Bowes in Hall 4 / Booth D59
Pitney Bowes | June 9-10, 2015 14