As customer communications simultaneously expands into new digital channels and becomes more personalized, Keypoint Intelligence – InfoTrends has embarked on a dedicated global study into consumer interest in receiving personalized videos. The new study encompasses consumer insights from the United States, Australia and the United Kingdom. “Personalized videos, or video messages enriched with individualized customer data (including the recipient’s name, demographics, previous purchase history, account information, and more), are a popularizing customer communications tool and a promising technology,” said the organization. “Personalized videos have the potential to deliver higher response rates and a better ROI for businesses that use them in their customer communications. They represent key elements of effective, modern customer communications. Plus, the captivating nature of video grabs attention in an impossibly cluttered mix of messages – and this relevant 1-to-1 content rewards that attention with more meaningful engagement.”
“Personalized video continues to gain traction in the customer communications market, but enterprises still don’t fully understand how to best implement them for their various priorities, such as reducing call-centres volumes, improving customer experience,s and increasing customer engagement,” said David Stabel, Director of the Customer Communications Advisory Service at Keypoint Intelligence – InfoTrends. “We’re excited about this research initiative because it will provide the necessary guidance to advertising agencies, service providers, technology vendors, and enterprises to make better decisions about how and when to implement personalized videos based on consumer preferences and demands.” The study is scheduled to be published next month.