Recommended
More Related Content
What's hot
Similar to Personalized Video in the Customer Journey
Similar to Personalized Video in the Customer Journey (20)
Recently uploaded
Recently uploaded (20)
Personalized Video in the Customer Journey
- 1. PERSONALIZED VIDEO IN THE CUSTOMER JOURNEY Engage Your Customers with Relevant, Data-Driven Videos WEBINAR Vincent Drubbel Account Executive, Lily SmartVideo NGDATA
- 2. 2 Copyright 2017 NGDATA ®, Inc. Business objectives Creation and implementation Expected results Takeaways on how to get started What We Will Cover – Personalized Smart Videos
- 3. 3 Copyright 2017 NGDATA ®, Inc. Smart Video: An Effective Tool for Each Experience in the Customer Journey EXPERIENCE Support, Service BUY Market, Sell, Renew
- 4. 4 Copyright 2017 NGDATA ®, Inc. The customer journey is no longer a linear process, but rather a more complex and convoluted experience with multiple channels and devices involved. Every interaction with a customer should be seen as a “moment of truth.”
- 5. 5 Copyright 2017 NGDATA ®, Inc. Services around your products, and the way your company communicates and interacts with your customers are what make the difference.
- 6. 6 Copyright 2017 NGDATA ®, Inc. Deliver Relevant Content
- 7. 7 Copyright 2017 NGDATA ®, Inc. EXPERIENCE Support, Service BUY Market, Sell, Renew Purchase: Cross/Upsell
- 8. 8 Copyright 2017 NGDATA ®, Inc. Purchase: Cross/Upsell
- 9. 9 Copyright 2017 NGDATA ®, Inc. Purchase: Cross/Upsell
- 10. 10 Copyright 2017 NGDATA ®, Inc. ▪ Attention span of a GOLDFISH = 9 seconds ▪ Attention span of an INTERNET USER = 8 seconds Go For Instant Relevance!
- 11. 11 Copyright 2017 NGDATA ®, Inc. Dynamic Data Dynamic Maps Dynamic Scene Selection Dynamic Audio Types of Personalization
- 12. 12 Copyright 2017 NGDATA ®, Inc. Dynamic CTAs
- 13. 13 Copyright 2017 NGDATA ®, Inc. Close the Data Loop
- 14. 14 Copyright 2017 NGDATA ®, Inc. Onboarding: Call Reduction EXPERIENCE Support, Service BUY Market, Sell, Renew
- 15. 15 Copyright 2017 NGDATA ®, Inc. Onboarding: Call Reduction
- 16. 16 Copyright 2017 NGDATA ®, Inc. Set Goals and Impress with Dynamic Capabilities Set Goals CALL REDUCTION >30% AND NPS INCREASE OF >15 POINTS Impress Through Dynamic Animation
- 17. 17 Copyright 2017 NGDATA ®, Inc. Service: Ticket Processing EXPERIENCE Support, Service BUY Market, Sell, Renew
- 18. 18 Copyright 2017 NGDATA ®, Inc. Service: Ticket Processing
- 19. 19 Copyright 2017 NGDATA ®, Inc. Explanation Personal Site Appointment Procedure Reschedule Appointment Dynamic data & audio Billing Process
- 20. 20 Copyright 2017 NGDATA ®, Inc. Control Dynamic data & audio Clearness Expectation Insight
- 21. 21 Copyright 2017 NGDATA ®, Inc. Inbound call center decreased load 32% 4/6 times better than normal eDM NPS improvement of 15 points Increase in app downloads of 26% Churn rate improvement of 16% after 6 months *Results based on target group vs. control group reporting Results and Performance
- 22. 22 Copyright 2017 NGDATA ®, Inc. Anticipated Action Based on predictive models that anticipate possible future customer action Action - Response 1-on-1 response to an customer initiated action Triggered Action Actions triggered by behavioral changes and anomalies 3 Types of Lily SmartVideo Actions Triggered by Customer DNA Use what you already know about your customers to create highly relevant and engaging personal videos during any point in the customer journey
- 23. 23 Copyright 2017 NGDATA ®, Inc. Lily™ SmartVideo Scene Library Storyline Based On Customer DNA 50 In Video Personalization Auto-Generate Personalized Videos Then Deliver… *Personalized Smart Video in Email Example Personalize, Render & Deploy
- 24. 24 Copyright 2017 NGDATA ®, Inc. Key Takeaways Almost right is 100% wrong Personalized video is not a stand alone feature Make it relatable Synergy between data, content and techniques Security and compliance Personalize to add relevance
- 25. 25 Copyright 2017 NGDATA ®, Inc. Workshop to determine use cases and success factors Start Delivering Personalized Smart Videos! Lily implementation and video production Lily SmartVideo Goes Live!
- 26. 26 Copyright 2017 NGDATA ®, Inc. Thank you. Any questions? NGDATA helps data-rich companies drive connected experiences. Our Next Generation Customer Data Platform, Lily™, puts people at the heart of your business. Lily’s Customer DNA continuously learns from behavior to deliver compelling experiences. With Lily SmartVideo, you can drive engagement with personalized smart videos generated in real- time and delivered across any channel. vincentd@NGDATA.com | www.NGDATA.com
Editor's Notes
- At NGDATA, we have worked with our clients to deliver value along the entire customer lifecycle. We have implemented use cases at reference clients along each stage of the customer life cycle. We help organizations connect with their customers in a personalized way, enabling them to recommend relevant offers or services. There are a few examples given there on the slide. Of use cases we support like: Enabling micro-campaigns Next Best Offer/Next Best Action On-boarding support Pro-active servicing : elimination of waste calls Support partner programs, like the merchant funded offers Attrition prevention programs : at risk high-value customers pro-actively contacted And our solution integrates Smart Video to support personalized use cases via a very effective medium.
- At NGDATA, we have worked with our clients to deliver value along the entire customer lifecycle. We have implemented use cases at reference clients along each stage of the customer life cycle. We help organizations connect with their customers in a personalized way, enabling them to recommend relevant offers or services. There are a few examples given there on the slide. Of use cases we support like: Enabling micro-campaigns Next Best Offer/Next Best Action On-boarding support Pro-active servicing : elimination of waste calls Support partner programs, like the merchant funded offers Attrition prevention programs : at risk high-value customers pro-actively contacted And our solution integrates Smart Video to support personalized use cases via a very effective medium.
- Thank you very much for attending. Are there any questions? How does the “Humanizing the CX” relate to both an inbound and outbound marketing perspective? Marketing is currently undergoing an evolution: from planned, static, mass-marketing campaigns to agile, real-time people-based marketing. From an outbound perspective, “trigger-based” campaigns are great at humanizing the CX, as they will target an individual customer at the exact right time: exactly when the required conditions for this campaign are met by this customer. That instantly creates an illusion of personalized services. An example would be sending your customer a personalized video via text message when they’ve dropped out an online sales process for a complex financial services product. Or to re-engage with your customer when their activity level has started dropping. From an inbound perspective, “real-time request response campaigns” are what is needed. When a customer comes to your brand, that’s a golden opportunity. At that very moment, the more personalized, relevant, context-specific your response is to your customer, in other words, the more targeted your message, the higher the ROI you’ll measure. A simple example would be tailored web-bannering. Can you expand upon the realization that AI is a crucial piece to marketing now? Sure. The days that marketing was more art than science are over. Marketers have understood there is a lot to be gained from using customer-data to achieve their objectives. With the number of connected devices and the volume of data exploding, using artificial intelligence in marketing makes really good sense. AI allows marketers to use the data they have to measure in real time, learn more about the customer and anticipate what happens next, and to keep on improving at it. A simple example is using predictive analytics models and machine learning to provide tailored recommendations (like netflix). But that’s just the beginning! It’s going to be an exciting time for marketers who embrace it! Are you seeing any trends towards a new movement beyond the “Age of the Customer” coming up in the near future? Oh, that’s a good question. No, not really, or rather, not yet. What I do see coming up is that change in the relationship between customers and companies I’ve talked about. The shift from “transaction-based customer-centricity” to true human companies that make their customers’ goals their own. I think we still have a long way to go before we’re there. So perhaps we should call that “The age of the customer partnership” or so? How long would it take an organization to make the complete shift in becoming customer-focused/customer-centric? That’s a difficult one. The answer is “it depends”. It will depend on the company’s current ways: how big is the shift to make? It will depend on the company’s agility: how fast can change be adopted throughout the company? Or is the culture one of resilience to change? How good is the leadership at leading change? But most of all it will depend on the people: are all employees, from the CEO down able and willing to galvanize behind a passion for customers. Once a company is clear on data-driven customer-centricity, at NGDATA, we will work with them on Roadmap Planning: how to best get there, via our Business Transformation Services.