Keypoint Intelligence – InfoTrends Explores the Potential and Promise of Personalized Video in Customer Communications


As customer communications simultaneously expand to new digital channels and become more personalized, Keypoint Intelligence – InfoTrends has embarked on a dedicated global study into consumer interest in receiving personalized videos. The study encompasses consumer insight from Australia, the United Kingdom, as well as the United States.

Personalized videos, or video messages enriched with individualized customer data including the recipient’s name, demographics, previous purchase history, account information, and more, are a popularizing customer communications tool and a promising technology. Personalized videos have the potential to deliver higher response rates and a better ROI for businesses that use them in their customer communications. They represent key elements of an effective modern customer communication; the captivating nature of video grabs attention in an impossibly cluttered mix of messages, and this relevant 1-to-1 content rewards that attention with more meaningful engagement.

“Personalized video continues to gain traction in the customer communications market, but enterprises still don’t fully understand how to best implement them for their various priorities, such as reducing call center volumes, improving customer experience, and increasing customer engagement,” noted David Stabel, Director of the Customer Communications Advisory Service at Keypoint Intelligence – InfoTrends. “We’re excited about this research initiative because it will provide the necessary guidance to advertising agencies, service providers, technology vendors, and enterprises to make better decisions about how and when to implement personalized videos based on consumer preference and demand.”

The study will publish in March 2018 and can be acquired on a per-country or global basis for Australia, the United Kingdom, and the United States. For more information, please visit our online brochure or contact us at

About InfoTrends 
InfoTrends is the leading worldwide market research and strategic consulting firm for the imaging, document solutions, production printing, and digital media industries. We provide insights and advice to help clients understand market trends, identify opportunities, and grow their businesses.

About Keypoint Intelligence 
Keypoint Intelligence is a global data and market intelligence leader for the digital imaging industry. We employ over 125 professionals around the world who provide critical planning and go-to-market services, including in-depth market research, competitive intelligence, sales training, product testing, content creation, and customer engagement. For more information, contact Mike Fergus at or +1 973.797.2150.