Which Industries Should Use Personalised Video?

Here is the short answer. Any business that keeps customers over time, and would like to keep them a little longer.

Personalised video works best in three conditions: there are a lot of people to reach, the relationship is worth protecting, and the data is already sitting in a CRM. Plenty of industries fit that description. Some fit it far better than others. This article walks through the ones where personalised video earns its keep, and shows the results brands have actually seen.

The Evidence, At a Glance

The promise is simple: the right content, to the right person, at the right time. It can start with a first name and grow from there, and even simple personalisation performs. Here is what the research and the results show.

• 71% expect personalisation. McKinsey finds 71% of consumers expect personalised interactions, and 76% get frustrated when they do not get them.
• 40% more revenue. McKinsey also finds faster-growing companies drive 40% more of their revenue from personalisation than their slower-growing peers.
• 80% more likely to buy. Epsilon reports consumers are 80% more likely to purchase from brands that offer personalised experiences.
• 68% beat their revenue targets. In a Forrester Consulting study commissioned by Adobe, 68% of organisations said their personalisation initiatives exceeded revenue targets, and 67% beat conversion targets.
• Proven in production. Seen has generated millions of personalised videos for enterprise brands, with results like a 92% view rate (Nespresso) and a roughly 70% drop in cancellations (citizenM). More in our case studies.

That is the case in the abstract. Here is where it lands hardest, industry by industry:

iGaming

iGaming operators live and die by retention. A new player often tries a product once and leaves, and the cost of replacing them is high. Personalised video earns the relationship before it has a chance to lapse.

‍Superbet ran a controlled test: a plain welcome email against the same email carrying a personalised video. First-time deposits rose 2.2 percentage points, and NPS came in 86% higher. Norsk Rikstoto used personalised onboarding to lift revenue per player by 36.5% and keep 33% more players active six months in. The data was always there. The video is what made the player feel noticed.

Retail & eCommerce

Retail has the volume, the loyalty programmes, and the declining email open rates. It is the largest opportunity by sheer numbers, and the place personalised video has the longest track record.

The pattern is loyalty and lifecycle: onboarding, birthdays, anniversaries, the year in review. Nespresso Greece sent anniversary films that hit a 92% view rate, watched three times each on average. Coop Estonia generated 300,000 unique videos for one loyalty launch and converted 35% of viewers into in-store purchases. Carrefour built six journeys reaching 3.5 million members, in-house, in under 60 days.

If you work in retail, this is the page to read next: personalised video for retail and eCommerce.

Travel & Hospitality

Travel has a quiet, dangerous gap. It sits between the booking and the trip, when the customer has paid but not yet arrived, and second thoughts have room to grow. Personalised video fills that silence with something better than a generic reminder.

When citizenM walked each guest through their room before arrival, cancellations among viewers dropped by roughly 70%. Ving used personalised video across four Nordic markets to bring lapsed travellers back, reaching a 70% play rate among those it reached. Loyalty programmes like Miles & More use it to make status feel like recognition rather than a points balance.

If you work in travel or hospitality, start here: personalised video for travel and hospitality.

Finance, Banking & Insurance

Finance runs on trust, and trust runs on feeling recognised. A balance update, an onboarding walkthrough, a renewal nudge: each is a chance to treat the customer as a person rather than an account number.

Insurer Gjensidige built personalised video into its car insurance onboarding and reported a 2-percentage-point lift in conversion and a tenfold return on the investment. The catch in this sector is governance, not appetite. That is why Seen processes only the data you send, for the single purpose you define, and is certified to ISO 27001 and 27701. The detail lives at our Trust Center.

Sports & Fan Engagement

Sport is built on loyalty that often lasts a lifetime. The emotion is already there, and personalised video gives it somewhere to go.

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Shell and Ferrari put fans inside the F1 pit garage by name, a campaign that drove 672,000 leads and lifted Shell V-Power volume by 4% while it ran. The data points are simple (a name, a country, a favourite driver) and the payoff is a fan who feels like the club knows they exist.

And Plenty of Others

The mechanics do not care much about the logo on the door. Anywhere there is a large customer base, a relationship worth keeping, and data already in a CRM, personalised video tends to work. Telco renewals, subscription win-backs, membership clubs of every kind. The list above is where Seen has the deepest proof, not the limit of where the idea applies. If you run a loyalty programme of any sort, you are already most of the way there.

The one real qualifier is audience size. Personalised video earns its keep where small percentage gains add up, so the ideal range is roughly 500,000 customers or more. Smaller programmes can still work depending on engagement frequency and value per customer, but below about 50,000 active customers the return gets harder to justify.

Key Takeaways

Personalised video pays off wherever there is a customer relationship to protect and data to build it on. The strongest fits:

🎲 iGaming. Wins back players before early churn takes them.

🛍️ Retail & eCommerce. Turns loyalty data into repeat purchases at scale.

✈️ Travel & Hospitality. Closes the gap between booking and arrival, and cuts cancellations.

🏦 Finance & Insurance. Makes trust feel personal, inside strict data governance.

🏆 Sports. Turns fan emotion into measurable engagement.

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Personalised video is not a trick reserved for one clever sector. It is a way to make customers feel recognised, in any industry that depends on keeping them. Want to see what it does with your data? Request your personalised video or talk to our team.