Post on 27-Jul-2015
Personalized Interactive VideoAn innovative capability for delivering relevant and engaging interactions across the customer lifecycle
Liz RocheDirector, Product MarketingCustomer Engagement Solutions
elizabeth.roche@pb.com
David SchwartzVice President, SalesCustomer Engagement Solutions
david.Schwartz@pb.com
Are you using personalized video?A. YesB. No
Are you using personalized and interactive video? A. YesB. No
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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
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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
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Investigate and respond to negative customer feedback
or contract cancellation
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Drive renewals of expiring contracts
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Explain documents to increase
understanding and acceptance
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Present cross & up selling options
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Provide entertaining self-service
(and blended) customer support
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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)
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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
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Limited Reach
Target Audience SME
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Virtual Subject Matter Expert - Unlimited Reach
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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
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An Interactive Destination
Virtual Present
er
Print Media
Digital Media
Apps
Direct Mail
SMS
Social
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Digital Display Ads
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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
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Two Primary Forms of PIV
Virtual Presenters Bills and Statements
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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
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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
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Video Bill Demonstration
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Interactivity
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Data Driven Recommendation
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Access to Supporting Docs
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Access to Supporting Docs
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Call To Action
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Feedback
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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
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Analytics
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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
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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.
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