Interactive personalized video is a great way to create a better customer experience and better customer engagement. That’s according to Scot A. Laudicina, Vice President, Cross Sell, Pitney Bowes Software.
During a session at the recent Forrester CXNYC 2016 Conference, Laudicina discussed personalized video, the power of it from a customer engagement perspective, and Pitney Bowes’ first-of-a-kind video solution, EngageOne Video.
EngageOne Video enables clients to deliver both interactive and personalized video to end users in real time. Since Pitney Bowes launched EngageOne Video last year, it has attracted a number of clients in various  numerous industries, including InsuranceFinancial ServicesTelecommunications, and more.
EngageOne Video users across verticals have experienced impressive results, with some seeing as much as an 80% increase in sales; a better than 400% improvement in marketing campaign results; a seven point increase in Net Promoter Scores; and a 98% positive feedback from viewers.
“Companies that provide positive engagement have an edge, pure and simple,” Laudicina explained. “Engagement matters more than ever. Ineffective customer engagement costs you in many ways; time spent on unqualified leads, explaining too much, engaging too little. Better Customer Experience drives better customer engagement. Video is a relevant medium for customer engagement. It’s starting to open up and is strategically critical. It’s a personalized experience that will matter to me as an individual. The video revolution is here.”
Laudicina said EngageOne Video is unlike YouTube, which is static.
“With EngageOne Video, you can actually drive the road you go down,” he explained.
It all starts with data, Laudicina said, and the ability to clean it up and integrate it.
“The key then is being able to use all those data elements in real time,” he explained. “Where and in what channel does it matter. The concept of using video technology can drive engagement throughout the environment. Create cross-sell and up-sell opportunities. Investigate customer feedback and incorporate personalized video messages.”
Personalized video can shorten the sales cycle, reduce operating costs, deepen engagement, produce more clicks, longer view times, and more satisfaction.
According to Altimeter Group, 88% of businesses are undergoing digital transformation activities, but internal challenges, such as culture, resources, and data often stand in the way. The good news is that those with an active digital transformation strategy are seeing benefits in customer engagement (75%) and customer satisfaction (63%).
The Communicate solutions from Pitney Bowes now include several new capabilities within the EngageOne family that are geared toward accelerating digital transformation in the physical and digital world of commerce.
New capabilities include:
EngageOne Digital Self-Service: Focuses on transforming existing portals from information overload or disconnected, unusable experiences to personalized and engaging user experiences. New products like EngageOne Smart ViewEngageOne Smart Bill and EngageOne Smart Pay allow customers to view and pay bills, and access their account history in real time and with the specific level of detail they require. In turn, businesses can holistically view how customers are interacting and engaging with information digitally.
EngageOne Video 2.0: Incorporates two new products promoting digital self-service. EngageOne Video Director is a new editing tool that enables businesses to easily and cost-effectively build their own EngageOne Videos. With Director, clients can react quickly to changing market conditions to produce rich, dynamic, timely and compelling videos for interacting with customers in real-time. EngageOne Video Cloud is designed to complement the speed-to-market generated with EngageOne Video Director with automatic video deployment in cloud environments.
EngageOne Communication Suite 4.3: Allows business users to generate real-time personalized correspondence and easily engage customers across every channel and every department through more relevant, cost-effective, relationship-building interactions. Customers can now setup and interact with EngageOne technologies through a modern and accessible browser experience to create, review and approve projects, better manage tasks and apply enhanced workflow.
EngageOne Digital Designer significantly decreases the time to creation and delivery of customer-facing digital communications via email, SMS, and push notification in a simple and powerful browser based user interface EngageOne Digital Delivery has been expanded to deliver documents to cloud storage providers, digital mailboxes, productivity and payment applications, and online banking providers reaching over 141 million active consumers.

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