“These videos are a great example of this innovative-thinking. We are making it easier for customers to understand their policy by providing this content in an engaging, simple format personalised to each individual.”

The videos are sent to customers as part of their welcome-email within 30 minutes of completing membership online. In addition, the videos are streamed live within seconds of the customer hitting the ‘play’ button with the creation of each video triggered by a data-file.

“The platform combines data, personalisation and video to create an incredibly compelling and effective piece of communication,” Smart Video Australia co-founder Francoise Gelbard explained.

CEO of Smart Video Australia Rodd Martin added, “As marketing-automation migrates customers into increasingly online-based interactions, our real-time data-driven customer experience video communication platform allows companies to retain a personalised engagement.

“Near-instant personalised video show on average a 300 per cent lift in engagement. This is imperative for customer-centric organisations.”

The system offers the potential to fundamentally transform nib’s ability to interact with members cross the customer lifecycle – from acquisition, through to onboarding, to retention and even claims-processing.

“This technology allows us to communicate what can be complex information in a simple way that can be easily understood. It is great tool we believe can be replicated across other key customer moments of truth such as explaining the going-to-hospital process,” McKensey added.