Companies like yours provide a vital service to the public, but you know that communicating with consumers can be challenging. No matter how important banking and insurance products are, most people spend little time reading the fine print.
So how do you increase customer engagement and boost retention?
Join our conversation to learn how you can easily create relevant and meaningful connections throughout the customer experience journey.
Find out how organisations like yours use digital media to help them enrich engagement and build lasting and profitable customer relationships.
3. The global leader in data integrity
Trust your data. Build your possibilities.
Our data integrity software and data enrichment products
deliver accuracy and consistency to power confident
business decisions.
Brands you trust, trust us
Data leaders partner with us
of the Fortune 100
90
Customers in more than
100
2,000
employees
customers
12,000
countries
4. Customer Engagement with insight
Telinsight is a technology company with Headquarters in Dubai, UAE,
We provide solutions in customer engagement in MEA, Turkey &
Pakistan.
Telinsight is partnered with world class leaders in Customer
engagement, (Precisely EngageOne).
Brands you trust, trust us
Customer Engagement Customer Insight
consistent & connected
experiences
OmniChannel
5. The strength of partnership: Ability to
generate value for our customers
Our partnership :
- Proven technology to complement and develop
your solution
• - In-depth local, domain and industry knowledge
• - Employees with specific skills
We collaborate on our entire offer, with qualified teams
&
8. Organizations have seen a massive increase in the use of
digital channels
8
Call centres Messaging/Chatbots Website Digital apps
50% say the
volume of calls
to their call
centres has
increased
57% say they are
receiving more
queries via
messaging
platforms or
chatbots
79% say the
volume of
customer
interactions on
their websites has
increased
59% say the
volume of
interactions on
their apps has
increased
9. The shift to a digital strategy
”We’re seeing a lot more adoption
and attempts at digital
adoption…We are focusing on letting
our customers know what their
options are and what resources are
out there to help them.”
- Nino Ocampo, Global Head of Open Banking
and Customer Preferences, HSBC
9
”The biggest challenge we’ve got is
actually, ‘How do we continue to engage
with our clients?’”
- Brian Stewart, Global Head of Customer Insight, Web
Experience and Analytics, AXA Investment Managers
86%
Of CX Leaders have updated
their strategies because of
COVID-19
11. “93% of Senior Management
say great customer experience
is critical to their success.”
“CX Goes Mainstream” – UserTesting, Feb 2018
”70% of CX initiatives are not
successful… undifferentiated,
unclear ROI.”
“An Inconvenient Truth” – CustomerThink, Feb 2018
“Customers expect better, more
personalized experiences.”
“Elevating the Customer Experience” – DMA, Winterberry
& Precisely – April 2018
If a picture paints a
thousand words,
then 1 minute of
video is worth
3.6 million words!
- at 60 frames per second
By 2022 video will account for
82% of all internet traffic across
all devices.
– Cisco
97% of marketers say that videos
help customers understand
products and offers better than
any other medium.
– Hubspot
90% of consumers claim that
video will help and influence
them in making a purchasing
decision.
– Social Media Today
12. Redefine the video experience by evolving to
video that interacts
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.
15. Data capture
Collect viewer
preference and data
without leaving the
video experience.
Use this data to
hyper-personalize
the video experience
or augment
customer insight and
systems of record.
16. Enrich with data
Call out to external
data sources to
enrich and
personalize every
video experience in
real time.
19. EngageOne Video – Measurable ROI
Those using the EngageOne Video platform to communicate with their customers are seeing impressive results in a
variety of industry verticals and use cases.
12% increase in retention
among customers who have
viewed their videos.
84% of customers said they
better understand our services
after seeing their videos.
74% of customers feel that we
care about them.
55% of viewers contacted us
after watching their
personalised videos.
76% of customers were highly
engaged with our message for
over 4 minutes.
6x Return on Investment within
the first 6 months.
21. EngageOne Video – Direct Line 2020
Direct Line 2020
Use case:
Insurance Renewals Explainer
22. DLG identified only 1 in 4 customers actually read their renewal
documents. This was linked to a high level of repudiated claims.
Which, in turn, increased DLG’s ‘cost to service’.
An updated version of the successful 2016 EOV saw the service
redesigned to keep with the new branding that was being rolled
out nationally. The Professional Services team worked with DLG’s
creative partner to produce the updated service.
• The first 2 year contract with DLG for EOV was worth £170k
• Subsequently £95, 517.00 in Professional Services revenue
• A 10% decrease in customers who receive the personalised
video removing policy add-ons.
• 89% "Thumbs Up“ response on the survey.
• 78% of customers watch the entire video.
22 EngageOne Video – Direct Line 2020
Direct Line 2020
23. On-Boarding | AGOS
On-board new customers using an
emotional engagement that allows the
viewer to learn more loan offers based on
their needs, wants and preferences.
25%
COMPLETION & REQUEST
FOR LOAN
500
ADVISOR PHOTOS
AND CONTACT INFO
600%
OPEN RATE
INCREASE
2 or more presenters
Picture Directions:
Add picture of host/presenter – ideally square
Resize picture so sides touch the inside of the circle, the corners will overlap the circle
Select picture and click Format on the top ribbon menu
Expand all the pictures of clouds
Choose “Soft Edge Oval” – second row, 3 from left
So at Precisely we wanted to find out just how much COVID has impacted the Customer Experience landscape and what it means for the future. In late 2020 we conducted 2 research reports, and both of these are available to you in the Resources section of this webinar I believe. The first was a study with Corinium Intelligence out of the UK, of Business and CX Leaders of large companies. And we did this because we really wanted to learn about what businesses are struggling with, what they were seeing from their customers, and how they’ve reprioritized so that we can understand just how permanent these changes will be as we prepare for the NEXT couple of years.
And the first quantifiable results we found, unsurprisingly, was that organizations have seen a massive increase in the use of digital channels. 50% said the volumes to their call centers increased…and we talked to many companies who said they weren’t prepared to handle this, because although most employees could transition to working from home, many call centers didn’t have that option, and needed to shut down or operate on a leaner team while customer calls still continued to increase. 57% said they’ve been receiving more queries via their chatbots and other messaging platforms. 79% which is huge, said the volume of interactions on their websites has increased as customers have been trying to find ways to self-serve. And 59% said the volume of interactions on their apps has increased.
And due to all of this, 86% percent of CX Leaders have reported that COVID-19 has been THE catalyst in updating their strategies and needing to double down on a digital strategy. One contributor we spoke with, Brian Stewart from AXA Investment Managers said the biggest challenge we’ve got is actually How do we continue to engage with our clients? What a huge and relatable challenge – how do you maintain a level of customer service and stay connected in this disconnected world we all found ourselves in? Nino Ocampo from HSBC said We’re seeing a lot more adoption and attempts at digital adoption. And said their priority is focusing on letting customer know what their options are and what resources are out there to help them.
So what are the tools businesses are investing in to make this happen?
60% want to invest in data integration – Due to this digital shift, you must ensure that you’re using the most accurate, and comprehensive data to enhance your digital engagements.
46% say they’re going to be investing in multi-channel CX platforms so that they can easily reach customers on any channel they prefer.
Next we see chatbots with Live Takeover capabilities, and with NLP. Now this is important to know – because not all chatbots are created equal – you must ensure that your chatbots have the elements that customers WANT to use.
37% say they’re investing in Digital Self Service platforms. Customers WANT to self-serve is what we’ve seen from this report. We need to get customers to the answers they want, and let them interact the way they want to.
Finally, and most innovatively, 32% want to invest in interactive, personalized video.