Video - The next big thing in customer engagement

Marc Hirtz Vice President Software Solutions, Pitney Bowes Carmen Cimirro Digital Marketing Initiatives, Agos Ducato S.p.A.

Redefine the video experience by evolving to videos that interact

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Traditional video Everyone sees the same thing.

Personalized video Each viewer sees their own video.

Interactive Personalized Video Each viewer charts their own unique video experience.

EngageOne® Video: The video revolution is here.

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Create 1:1 customer interactions.

Real-time personalized video content specifically addresses each individual customer and his/her needs.

Achieve compelling results.*

• More clicks. • Longer view times. • 98% positive response. • CSRs can focus on value-added tasks • $MM in incremental sales.

*Examples of results from companies using EngageOne Video.

Drive interactive two-way dialogues.

Actively engages customers letting each one define his or her own video journey in real time.

Increase success.

+25%

on-time payments*

+44%

Boost in sales*

+72%

Customer Sat NPS*

EngageOne® Video Impressions Personal and language-sensitive greeting

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EngageOne® Video is already proving its worth.

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Sales

Major financial services company explains investments to advisors and customers.

Real results:

• $30MM increase in sales. • 44% increase in sales productivity.

Service

Leading telco explains its bills to customers before they ask.

Real results:

• 24% increase in on-time bill pay. • 32% reduction in bill-related calls.

Customer education

P&C insurer educates its customers on home insurance coverage.

Real results:

• 2.5X the average open rate. • 2X+ the average view time. • Universally enthusiastic

customers response.

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You will see a video bill explainer for a bundled telco service including…

• Personal, language sensitive greeting

• Payment summary overview

• Viewer-selected service charge drill down

• Up-sell recommendation

International Call Plan

• Call to action

click-to-buy

sign up to online portal / self-service

pay now

collect customer feedback

AGOS: company overview

Vastly superior results

EngageOne®

Video

Mass market strategy

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• Consumer credit company (majority stakeholder Crédit Agricole Bank) - Market leader in Italy - 2.000 employees

• 30 years on the market

• Huge network 230 agencies and 30K dealers

• Customer focused: - 9 million customers - 90% of customer satisfaction - 4.6/5 rating on eKomi - 8.7/10 rating on Trustpilot - Best Finance company for communication, products and customer assistance

Main objectives: 1. Create engagement both internally and with customers and prospects 2. Increase sales through emotional content 3. Improve customer understanding by asking needs, desires and preferences in real time

Business challenge & selection process

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Key partner assets: Agos selected Pitney Bowns due to the ability to deliver: • personalization: show customers that we know them well • interactivity: to collect info on customer needs and desires • real time comm: to create the WOW effect and buzz! • sharing mechanisms: to maximize the impact & word of mouth

The scouting of the right supplier was pretty simple because no other partners offered all the above together

The video requested a 360° internal engagement with the whole company: communication, marketing , legal, operations, IT, HR…

It was a great way to create a cohesive team-spirit and focus attention to customers

Many challenges: - used the real time weather as initial hook - registered +300 names for welcome messages - collected +500 pictures to show their real personal consultant - created a dynamic simulator to calculate loans

The backstage in a nutshell

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Buongiorno Flavio please enter

Storyboard: 1, 2, 3 Agos! Realize your dream!

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• Agostino speaks with users

in a personalized way and brings them in

a magic world

• He asks for customers’ dreams and

proposes a personalized loan to realize it

Do you know that Agos

….

for short channel users for long channel users for prospects

Video was promoted through: - direct email marketing for customers - website and Facebook for prospects - internal Newsletter for employees

Performance highlights: • In 10 days 20% of users opened the video • +600% CTR in comparison

to other email campaigns

Feedback: Both employees and users were positive: They felt belonging to the company They sensed to be important

What’s next? The video will be promoted with different offers during the next 6 months to test the best performing personal offer

Communication: preliminary results & plan

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Combine the cost-effectiveness of email, web and mail with personalized interaction to help you drive compelling results.

Vastly superior results

EngageOne®

Video

Mass market strategy

• 1:1 personalization

• Two-way interaction

• Real-time updates

• Measureable results

• Focused on engagement and ROI

• Low cost per contact

• Scales easily

• Focused on awareness

• More revenues

• Lower costs

• Greater engagement

• Increased satisfaction

• Higher lifetime value

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Thank you !

Find out more about EngageOne Video from Pitney Bowes in Hall 4 / Booth D59

Pitney Bowes | June 9-10, 2015 14