Read more on the value of personalized video for utilities – including the many customer experience benefits due to optimal engagement and satisfaction



Personalized, Interactive Video Is An Optimal Way To Engage Utility Customers

Customer accessing her personalized video content through digital channel

Today, consumers are migrating to online channels for day-to-day financial transactions and payments, but when it comes to utility bills, consumers need to understand what they are paying for and how to pay it. Billing information that is accurate, understandable, and personalized motivates the consumer to complete their payment more quickly and reduces calls to the support center.

Finding ways to elevate the customer experience and get more personal is of increasing importance to utilities like yours. How can utilities elevate the customer experience, deliver more personalized engagement, accelerate payments and reduce support calls? Modern technology can offer a perfectly scalable answer – personalized, interactive video. You can leverage the power of video to create engaging, interactive bills and communications that explain current consumption, charges owing and ways to pay, and also deliver personalized insights and patterns over time – maximizing engagement and satisfaction.

Video is an optimal way to engage customers and has evolved to incorporate personalization and interactive engagement.

Interactive, personalized video gets the attention of utility customers and is ideal for use across the customer journey for onboarding new customers, delivering bills, explaining payment options and consumption details, and so much more!

Learn how Doxim CCM Interactive Video can enhance digital engagement in utilities

Video visually engages customers and personalization is a powerful way to deliver information and offers that resonate 


72% prefer to watch a video rather than read text to learn about a product or service.


90% of customers who receive a personalized video report greater satisfaction with, and a better understanding of, that company’s products and services.

Digital experience

Using a pre-defined workflow, video can:

  • Present information
  • Explain complex data points like usage data
  • Gather input
  • Perform simple calculations
  • Change the flow based on viewer’s input
  • Deliver a customized offer
  • Direct viewers to contact your team

Furthermore, you can design the workflow to suit your needs and to augment tasks performed by your in-person team.

Explore the potential of interactive personalized video and learn how to drive value with this exciting new technology!

Creating a personalized video

Videos are personalized in the same way an email or document is personalized. The individual’s data is inserted into a predefined workflow or template. This way, the video can address the recipient by name, provide information that is only relevant to that person, and take them on a frictionless customized customer journey.

Interactive capabilities let the viewer make selections to shape the flow of engagement—responding to questions, providing information (they can click a button or input data), and approving outcomes.

The end result is a highly personalized offer tailored to the viewer’s specific needs and choices. This is the digital, on-demand experience that today’s consumers desire – and it also delivers excellent benefits to your operations and your bottom line.

The many CX benefits of interactive video for utilities

Organizations that use interactive, personalized videos to enhance their customer engagement and billing can count on the following benefits:

  • Reduce calls to customer support by providing a great CX with clear information and payment actions
  • Gather in-depth information on how customers engage with the information in the video and use this information to refine future communications.
  • Get a measurable, improved return on investment (ROI) based on increased customer engagement, conversion, purchase, enrollment, etc.


$1 Call center services cost approx. $1/minute. In contrast, personalized, interactive videos cost-effectively scale digital customer service, providing personalized support and interactive elements for self-serve customer care

Doxim CCM clients can leverage personalized, interactive video technology to deliver engaging statements and communications to their utility customers

Doxim CCM leverages our client’s existing data to deliver personalized, interactive video experiences at scale. Unlike other bespoke and expensive solutions, Doxim CCM Interactive Video delivers low cost, 1:1 videos from a template that has proven to be effective and yielding maximum ROI.

The visual engagement and real-time interactivity made possible through video provides the ‘personal touch’ that drives increased customer satisfaction, better engagement, and high conversion rates.

Doxim CCM Interactive Video is a must-have for any utility wanting to improve customer engagement!

Our bloggers

Erin Romo

Erin Romo profile picture
CCM in Utilities
Linkedin Logo

James Hall

James Hall profile picture
CCM in Europe
Twitter Logo Linkedin Logo

Jason Pothen

Jason Pothen profile picture
CCM in Utilities and Healthcare
Linkedin Logo

Josh Noble

Josh Noble profile picture
CCM for Banks and Credit Unions
Linkedin Logo

Olga Zakharenkava 

Olga Zakharenkava's profile picture
CCM Strategy
Twitter Logo Linkedin Logo

Scott Biel

Scott Biel's profile picture
CCM in Wealth & Insurance 
Linkedin Logo

Sean Kennelly

Sean Kennelly's profile picture
CEM and Payments
Twitter Logo Linkedin Logo

Guest bloggers

Keypoint Intelligence

Keypoint Intelligence profile picture
CCM Industry Experts
Twitter Logo Linkedin Logo

Matt Chester

Matt Chester Profile Picture
Utility Technology
Twitter Logo Linkedin Logo

Erin Romo, Vice President, Utilities Vertical Lead

Erin Romo

Vice President, Utilities Vertical Lead at Doxim

With over 15 years of experience in providing information technology and services to the utility sector, Erin's expertise extends across project and operations management, as well as sales and account management.

Erin was Director of Customer Solutions at Utilitec, (acquired by Doxim in 2019) having been with the company for 15 years. Prior to that, she worked as a Project Manager at MSX International.