the future of customer engagement - personalized interactive video

Personalized Interactive VideoAn innovative capability for delivering relevant and engaging interactions across the customer lifecycle

Liz RocheDirector, Product MarketingCustomer Engagement Solutions

[email protected]

David SchwartzVice President, SalesCustomer Engagement Solutions

[email protected]

mailto:[email protected]

mailto:[email protected]

Are you using personalized video?A. YesB. No

Are you using personalized and interactive video? A. YesB. No

Pitney Bowes | Powering Engagement Through Personalized Viewer-Driven Video | June 3, 2015 2

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Objectives for Today

• 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

The Age of the Customer is Upon Us

source: Outside In – Forrester Research

1900 1920 1940 1960 1980 2000 2010

1960 -1990

Age of distribution

1900 -1960

Age of manufacturing

1990 - 2010

Age of information

2010+

Age of thecustomer


Customer Experience Predicts Financial Outcomes

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New technologies change our behavior

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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


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)


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


Limited Reach

Target Audience SME


Virtual Subject Matter Expert - Unlimited Reach


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


An Interactive Destination

Virtual Present

er

Print Media

Digital Media

Apps

Direct Mail

E-mail

SMS

Social


Digital Display Ads


http://myvideo.realtimecontent.com/?c=WA.BB03&ls=online_btobonline_dot_com

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


Two Primary Forms of PIV

Virtual Presenters Bills and Statements


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 Differentiation

A full suite of Customer Engagement Solutions – with Personalized Interactive Video

Customer Engagement

Interaction

Viewers control content

Alternative videos require client participation of interactionNote: 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


Video Bill Demonstration


Interactivity


Data Driven Recommendation


Access to Supporting Docs


Call To Action


Feedback


What do you think?

A. Incredible – I see lots of potentialB. Interesting – Not sure if my audience will watch C. Not interested – Nothing can replace my staff


Analytics


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

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“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 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.”

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Leading Telecommunications and Information Services Company

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

Respond to questions from the audience with remaining time.


creating better outcomes through better engagement

visit mypbvideo.com and begin your journey


the future of customer engagement - personalized interactive video

Technology

personalized video

video viewer

interesting video content

negative customer feedback

blended customer support

age of distribution

mass marketing

unique experience