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Personalized Interactive Video
An innovative capability for delivering relevant and
engaging interactions across the custo...
Are you using personalized
video?
A. Yes
B. No
Are you using personalized
and interactive video?
A. Yes
B. No
Pitney Bowes...
Objectives for Today
3
• Age of the customer
• Engagement throughout the lifecycle
• Power of video
• Introduction of pers...
The Age of the Customer is
Upon Us
source: Outside In – Forrester Research
1960 -1990
Age of
distribution
1900 -1960
Age o...
Customer Experience Predicts
Financial Outcomes
5Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Vid...
New technologies
change our behavior
6Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3...
Managing Relationships Over the Lifecycle
Engage and inform
prospects in their
research and
decision process
1
Investigate...
A New Channel for Customer Engagement:
Personalized Interactive Video (PIV)
By 2017, video will account for
69% of all con...
PIV is
PIV
helps
clients
Enabling
the art of
what’s
possible
• Personalized communication via video
• Viewer controlled co...
Limited Reach
Target Audience SME
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 20...
Virtual Subject Matter Expert - Unlimited Reach
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Vide...
Mass Marketing Meets One-to-One
Mass Market One-to-One
 Low cost per contact  Vastly superior results
 Scales easily  ...
An Interactive Destination
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 13
Digital Display Ads
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 14
Guiding the Customer Journey
Pitney Bowes offers the only comprehensive Customer Engagement Solution
with Personalized Int...
Two Primary Forms of PIV
Virtual Presenters Bills and Statements
Pitney Bowes | Powering Engagement Through Personalized V...
Customer Engagement Example:
Enhancement with Interaction Optimizer
Offers
targeted at
viewer
Video
sequenced
by IO
Action...
Pitney Bowes Differentiation
A full suite of Customer
Engagement Solutions –
with Personalized
Interactive Video
Customer
...
Video Bill Demonstration
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 19
Interactivity
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 20
Data Driven Recommendation
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 21
Access to Supporting Docs
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 22
Access to Supporting Docs
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 23
Call To Action
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 24
Feedback
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 25
What do you think?
A. Incredible – I see lots of potential
B. Interesting – Not sure if my audience will watch
C. Not inte...
Analytics
Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 27
Implementation Process
Experience Workshop Planning Call
• Review Diagnostic Questionnaire responses
• Gain common underst...
“Everyone else is just talking
about video. You guys are the
only ones who understand the
whole problem.”
─ Current Client...
Challenges
• Curian needed an innovative solution to help Financial Professionals
(FPs) learn about Curian Select Portfoli...
Leading Telecommunications and
Information Services Company
31
Company Profile
• Large telecommunications and
information ...
Respond to questions from the
audience with remaining time.
Pitney Bowes | Powering Engagement Through Personalized Viewer...
creating better outcomes
through better engagement
visit mypbvideo.com and begin your journey
Pitney Bowes | Powering Enga...
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The Future of Customer Engagement - Personalized Interactive Video

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It’s important for enterprises to create a real dialogue with their customers, where, when and how they’re ready to listen and respond. These communications need to be convenient, accessible and easy to understand.

View the slide deck from our June 11 webinar with Loyalty 360 which focuses on the growing trend in the use of online personalized interactive video (PIV) for better customer engagement.

Published in: Technology

The Future of Customer Engagement - Personalized Interactive Video

  1. 1. Personalized Interactive Video An innovative capability for delivering relevant and engaging interactions across the customer lifecycle Liz Roche Director, Product Marketing Customer Engagement Solutions elizabeth.roche@pb.com David Schwartz Vice President, Sales Customer Engagement Solutions david.Schwartz@pb.com
  2. 2. Are you using personalized video? A. Yes B. No Are you using personalized and interactive video? A. Yes B. No Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 2
  3. 3. Objectives for Today 3 • Age of the customer • Engagement throughout the lifecycle • Power of video • Introduction of personalized and interactive video • Demonstration • Analytics • Implementation • Case studies and feedback • QA Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015
  4. 4. The Age of the Customer is Upon Us source: Outside In – Forrester Research 1960 -1990 Age of distribution 1900 -1960 Age of manufacturing Age of information Age of the customer Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 4
  5. 5. Customer Experience Predicts Financial Outcomes 5Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015
  6. 6. New technologies change our behavior 6Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015
  7. 7. Managing Relationships Over the Lifecycle Engage and inform prospects in their research and decision process 1 Investigate and respond to negative customer feedback or contract cancellation 5 Drive renewals of expiring contracts 6 Explain documents to increase understanding and acceptance 2 Present cross & up selling options 4 Provide entertaining self-service (and blended) customer support 3 Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 7
  8. 8. A New Channel for Customer Engagement: Personalized Interactive Video (PIV) By 2017, video will account for 69% of all consumer internet traffic (Cisco) 64% of marketers expect video to soon dominate their strategies (Nielson) 7 in 10 people view brands in a more positive light after watching interesting video content from them (Axonn Research) Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 8
  9. 9. PIV is PIV helps clients Enabling the art of what’s possible • Personalized communication via video • Viewer controlled content journey • A unique experience is generated in a few seconds • Cross platform compatible • Increase customer lifetime value • Improve customer experience • Transfer knowledge • Shorten sales cycles • Reduce operating costs • Scale subject matter expertise • Personally engage and interact with everyone • Acquire, Convert Serve, Grow, Retain - Automatically Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 9
  10. 10. Limited Reach Target Audience SME Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 10
  11. 11. Virtual Subject Matter Expert - Unlimited Reach Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 11
  12. 12. Mass Marketing Meets One-to-One Mass Market One-to-One  Low cost per contact  Vastly superior results  Scales easily  Greater engagement  Difficult to measure  Measureable  Broad, homogenized messages  Greater relevance  Hard to change quickly  Can be changed in real time  Focus on awareness  Focus on conversation Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 12
  13. 13. An Interactive Destination Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 13
  14. 14. Digital Display Ads Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 14
  15. 15. Guiding the Customer Journey Pitney Bowes offers the only comprehensive Customer Engagement Solution with Personalized Interactive Video Standard Video All viewers see the same video Personalized Video Each viewer sees a unique video Personalized Interactive Video Each viewer controls the personalized video for a unique experience Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 15
  16. 16. Two Primary Forms of PIV Virtual Presenters Bills and Statements Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 16
  17. 17. Customer Engagement Example: Enhancement with Interaction Optimizer Offers targeted at viewer Video sequenced by IO Action Buttons can be optimized for user preferences Interaction content managed by IO recommendations Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 17
  18. 18. Pitney Bowes Differentiation A full suite of Customer Engagement Solutions – with Personalized Interactive Video Customer Engagement Interaction Viewers control content Alternative videos require client participation of interaction Note: Flash can be used for interactivity, but has challenges for mobile devices Deployment Options On-premise and fully managed cloud options Allows tighter integration into the operation No need to send sensitive customer data to the cloud Supported by the global power of Pitney Bowes Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 18
  19. 19. Video Bill Demonstration Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 19
  20. 20. Interactivity Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 20
  21. 21. Data Driven Recommendation Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 21
  22. 22. Access to Supporting Docs Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 22
  23. 23. Access to Supporting Docs Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 23
  24. 24. Call To Action Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 24
  25. 25. Feedback Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 25
  26. 26. What do you think? A. Incredible – I see lots of potential B. Interesting – Not sure if my audience will watch C. Not interested – Nothing can replace my staff Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 26
  27. 27. Analytics Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 27
  28. 28. Implementation Process Experience Workshop Planning Call • Review Diagnostic Questionnaire responses • Gain common understanding of Experience Workshop use case Experience Workshop • Detailed requirements capture • Business value and benefits captured and clarified • Draft story flow • Output: SOW Production (90 days+) • Interaction with SMEs • Produce script and storyboard • Produce and edit video footage • Prepare personalized video experience Operation • Publish videos on content server • Monitor and manage service 1 2 3 4 Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 28
  29. 29. “Everyone else is just talking about video. You guys are the only ones who understand the whole problem.” ─ Current Client Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 29
  30. 30. Challenges • Curian needed an innovative solution to help Financial Professionals (FPs) learn about Curian Select Portfolios, and to help FPs share information about the portfolios with their clients • Curian was particularly interested in developing a solution that would quickly command attention, establish differentiation, generate interest and motivate viewers to seek more information from a Curian Regional Business Consultant Solution • Pitney Bowes Personalized Interactive Video • Curian’s virtual presenter, greets viewers by name and invites them to participate in an interactive journey as either a Financial Professional or an Investor • Throughout the experience viewers are prompted to select the topics of most interest to their individual needs and circumstances Benefits Over a 5-month period benefits included: • $30 million increase in sales • 44% increase in sales from participating FAs vs non-participants • 1,274 advisor shares to investors • Total video demo time - 84 days 4 hours 32 minutes Curian Capital, LLC Company Profile • A subsidiary of Jackson National Life Insurance Company • Indirect subsidiary of Prudential, Plc • More than $17.3 billion in assets under management • Among the top-10 third-party managed account providers by total managed account assets What Curian Advisors Are Saying “You are always on the cutting edge. I appreciate the assistance.” “Excellent video presentation. Extremely helpful and user friendly.” “Good presentation. Very original and professional method of delivering and not forcing a message.” “Great information and great way to deliver the information.” 30
  31. 31. Leading Telecommunications and Information Services Company 31 Company Profile • Large telecommunications and information services company, offering a full range of communications services and competing in all telecommunications markets. • Over $19 billion USD annual revenues • Provide 16 million mobile services, 7.5 million fixed voice services, and 3.7 million retail fixed broadband services • International presence in 15 countries What Customers Are Saying “I liked the video that explained my video personally.” “Video was helpful. Easy to read.” “I understand the bill because I watched the video…...” Challenges • Increased corporate pressure to identify opportunities for increasing revenues, raising NPS, and reducing costs • Billing department required a solution enabling them to easily and quickly adjust bills / statements / invoices formats and messaging • Enable automated billing which compiled information from multiple lines of business • Need to reduce first bill call volume and handling time in customer care group Solution • Comprehensive Pitney Bowes solution included Personalized Interactive Video, EngageOne (Liason) and Doc1 • Pitney Bowes Personalized Interactive Video for video billing solution. The solution includes real-time data integration upon video play, which enables billing updates to be referenced in video • Client looking to leverage Video solution across other processes and areas of the business Benefits • Customers that were not sent a video bill explainer make 32% more support calls than customers that opened and viewed a video bill • 24% more customers that viewed the video bill paid on time • Net Promoter Score (NPS) was significantly higher for video viewers
  32. 32. Respond to questions from the audience with remaining time. Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 32
  33. 33. creating better outcomes through better engagement visit mypbvideo.com and begin your journey Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 33

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