Personalization
Personalized messages can still feel impersonal.
A message can contain your name, your balance, and your renewal date, yet leave you feeling like an account number.
HSBC sends 100 million+ customer messages every month. Twilio alone sends more than 2.4 trillion emails a year.
Businesses have become good at inserting customer data into communications. Making those communications feel considerate takes more: acknowledging someone's history or current situation, explaining what matters, and choosing a tone appropriate to the moment. A renewal notice may need to explain a price increase while recognizing the customer's concern. A claims update may need to provide reassurance during an anxious wait. Even a simple payment confirmation offers an opportunity to acknowledge the person receiving it.
Research into digital service encounters suggests that perceived friendliness and expertise contribute to feelings of human contact and personalization, which in turn predict satisfaction. How information reaches us matters alongside what it says. (Verhagen et al., 2014)
Personalized video gives businesses more ways to express that care. A human presenter can convey warmth through voice and expression. Visuals can make a change easier to follow. The content can focus on the parts of a customer's policy or situation that matter to them and leave out the rest.
That combination shaped our work with Allianz: a human presenter, information tailored to the customer's policy, and a delivery designed to feel clear and personal. In Allianz's own measurement, the personalized video experience reduced renewal churn by 10.9% relative to text communication in the renewal flow. Allianz also measured higher ratings and NPS in its onboarding flow after adding personalized video.
For enterprises, these everyday communications are opportunities to earn trust, demonstrate value, and give customers a reason to stay. Making those moments more useful and personal can strengthen retention, and help acquisition budgets drive growth instead of continually making up for lost customers.
Does your next message help someone feel understood, or simply confirm that your system knows their name?