5 Video Personalization Use Cases for Retail Banks

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According to a Capgemini study, personalized experiences can increase customer satisfaction by 20% and drive revenue growth of 10-30%.


Customer expectations have changed drastically since the pandemic. They now expect banks or any business to cater to their individual preferences and goals. Starbucks’s former CEO’s capture this sentiment beautifully:


“Success is not sustainable if it is defined by how big you become. Large numbers that once captivated me – 40,000 stores – are not what matters. The only number that matters is ‘one’. One cup. One customer. One partner. One experience at a time”.

Howard Schultz, former Starbucks President and CEO


Customer experience is paramount in retail banking and banks have been constantly seeking innovative ways to enhance customer engagement and satisfaction. 


One such avenue is the integration of video personalization at scale platforms in their marketing and communication strategy. These AI-powered tools allow banks to deliver what customers are craving today – tailored experiences that fit their needs. 


Banks can unlock a myriad of use cases that not only take the customer experience to the next level but also drive tangible business outcomes along the way.


In this article, I’ll walk you through five compelling use cases of video personalization for banking along with a video script that you could use as inspiration.


Let’s start…

Use Case 1: Personalized Account Opening and Onboarding

The account opening and onboarding process can be a make-or-break moment for banks. By leveraging’s video personalization capabilities, banks can create personalized video walkthroughs tailored to each customer’s specific needs and financial goals.


These videos can guide customers through the account setup process, highlight relevant features and services, ask them to complete their KYC/KYB process and provide valuable insights and recommendations, ensuring a seamless and engaging transition.

Video Script Example:


Welcome to @Bank Name, @Customer Name! We’re thrilled to have you as a part of our family. 


To help you get the most out of your new @Account Type, I’ve put together a personalized walkthrough that highlights the key features and services relevant to @Specific Financial Goal


This video will guide you through setting up @Specific Feature and provide valuable insights on how to optimize @Key Metric.”

Use Case 2: Personalized Financial Education and Literacy

Empowering customers with financial knowledge is a cornerstone of building long-lasting relationships in the banking industry. 


Banks can create tailored educational videos that address each customer’s specific financial concerns and goals. 


These videos can cover a wide range of topics, from budgeting and saving strategies to investment advice and retirement planning, positioning the bank as a trusted advisor.

Video Script Example:


As a valued customer of @Bank Name, I wanted to share some personalized insights on @Specific Financial Topic that could potentially benefit you.


Based on our understanding of your @Financial Goal/Situation, we’ve created a tailored video that covers @Key Concepts/Strategies. 


Our goal is to empower you with the knowledge and tools you need to make informed financial decisions and achieve your long-term objectives.”

Use Case 3: Personalized Product and Service Recommendations

Cross-selling and upselling are crucial components of any successful banking strategy. Banks can create compelling and personalized product and service recommendations that directly address each customer’s unique financial needs and goals. 


These personalized videos can showcase how additional products or services can complement and enhance their existing portfolio, driving increased adoption and revenue.

Video Script Example:


As one of our valued customers, I wanted to share an exciting new offering from @Bank Name that could potentially benefit you. 


Our @New Product/Service has been designed to seamlessly integrate with your existing @Current Account/Service, enabling you to @Key Benefit.


I’d be happy to provide a personalized demo showcasing how this could help you achieve @Specific Financial Goal.”

Use Case 4: Personalized Financial Advice and Consultations

Providing personalized financial advice is a cornerstone of building trust and long-lasting relationships with customers. Banks can create tailored financial consultations that address each customer’s unique financial situation, goals, and risk tolerance.


These videos can offer valuable insights, recommendations, and actionable steps, positioning the bank as a trusted financial advisor.

Video Script Example:


As your trusted financial partner, I wanted to provide you with a personalized financial consultation based on our understanding of your current situation and long-term goals.


In this video, we’ll explore @Specific Financial Topic and how it relates to your @Financial Goal


We’ll also discuss potential strategies and recommendations to help you optimize @Key Metric while aligning with your @Risk Tolerance.”

Use Case 5: Personalized Loan and Mortgage Consultations

Applying for loans and mortgages can be a daunting process for many customers.


Banks can create tailored consultations that guide customers through the application process, address common concerns, and provide personalized recommendations based on their unique financial profiles and goals. 


These videos can simplify the process, build trust, and position the bank as a trusted partner.

Video Script Example:


We understand that applying for a @Loan/Mortgage can be a complex and overwhelming process. That’s why we’ve created a personalized consultation video specifically for you, @Customer Name.


In this video, we’ll walk through the application process step-by-step, addressing any concerns you may have and providing tailored recommendations based on your @Specific Financial Situation.


Our goal is to ensure a seamless and stress-free experience.”

Parting Thoughts

Banks have started witnessing the “Netflix Effect”. Just like how Netflix learns what you enjoy watching, consumer wants banks to learn about them and recommend solutions/tips for better management of their financial goals.


With personalized videos addressing every aspect of the customer journey, from account opening to financial education and consultations, banks can position themselves as trusted advisors and partners.


Further, in the long run, banks need to create a holistic personalization strategy, and then execute it. We have covered how to go about creating a personalization strategy using the 4W framework in the article here: How To Build Your Personalization Strategy Using The 4W Framework


Editor Recommendation:
A Comprehensive Guide on How to Choose The Right Video Personalization Platform

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