Learn the critical importance for businesses to adapt to evolving customer communication preferences in the digital age.

Today, consumers are migrating to online channels for day-to-day financial transactions, but when it comes to making important or complex financial decisions, they still prefer the ‘personal touch’. They want to engage with a banking expert to assess their specific needs, but staffing is expensive and following the pandemic, in-branch staffing is limited – a trend expected to become more permanent.
According to a McKinsey survey, 77 percent of employees-rising to 82 percent for finance-industry workers-have expressed the desire to continue working from home, larger percentages than prior to the crisis.
Furthermore, due to the pandemic, a vast majority of consumers have become reliant on digital interactions and many no longer feel at ease when visiting a branch.
Modern technology can offer a perfectly scalable answer – personalized, interactive video. Banks can leverage the power of video to create engaging, interactive content that cost-effectively delivers personalized customer care and maximizes ROI at scale.
Personalized video is an optimal way to engage customers and has evolved to incorporate personalization and interactive engagement.
Interactive, personalized video gets the attention of customers and is ideal for use across the customer journey for onboarding new customers, delivering bills, statements and so much more!
Video visually engages customers and personalization is a powerful way to deliver information and offers that resonate.
Furthermore, you can design the workflow to suit your needs and to augment tasks performed by your in-person team.
It is evident that personalized, interactive video motivates customer action and drives conversions. Here are some results from our clients:
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 customized 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 consumers desire – and it also delivers excellent benefits to your operations and your bottom line.
By using interactive, personalized videos to enhance customer experience, you can count on the following benefits:
67% of customer churn is preventable if the issue is resolved at first touchpoint. Personalized, interactive videos proactively address churn triggers at every touchpoint.
$1/minute
$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 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.