Personalised video for finance & insurance, from first policy to lifelong customer

Seen.io is an AI-powered personalised video platform for banks, insurers, and pension providers. It connects to the CRM or marketing automation platform you already use (Salesforce, HubSpot, Braze, and more) and turns real customer data into unique videos, automatically.

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The problem

You've invested in data, compliance, and digital.
Every customer moment still feels like a form letter.

Your most important communications are the least read
Policy documents, annual statements, renewal notices. The messages that matter most to the relationship are the ones customers skim or ignore. Complex products explained in dense text don't build understanding, and what isn't understood isn't valued.
Trust is the product, but the touchpoints feel generic
Customers interact with their bank or insurer rarely. An onboarding, a renewal, a statement, a claim. Each of those moments is a scarce chance to prove the relationship is personal
Churn happens quietly, at renewal
The data that could make customers feel recognised, tenure, coverage, milestones, savings, sits in the CRM and never reaches them in a form that feels personal.
Seen.io fixes the last mile, turning the data you already have into video that makes every customer feel like it was made for them.
HOW IT WORKS

One layer on top of what you already have.

Seen is not a new CRM or core system. It does not replace Salesforce, Braze, or your policy administration platform.
It plugs into them, and makes every moment personal.
01
Your CRM fires a trigger
A lifecycle moment is detected, a policy bound, an account opened, a renewal approaching, a claim closed.
02
Seen generates a video
A unique video is built for that customer using their own data, name, product, renewal date, next best action.
03
Link returned to your CRM
Seen.io passes the personalised video link straight back. No data is stored beyond what's needed to create the video.
04
Customer receives their video
Delivered via email, SMS, push, or in-app, through the channels you already use.
The minimum data you need is a first name
People notice their name, and that's the hook. Additional fields add relevance, but you can start with what you already have and build from there. No special-category data required. If a personalisation tactic works in your lifecycle email, it works in video.
Want to go deeper? Read our full guide to personalised video.
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Finance & insurance use cases

Onboard new customers. Deepen every relationship. Win back the ones drifting away.

The highest-performing campaigns are the ones tied to moments where your customer is already paying attention. Here's where personalised video moves the needle in finance and insurance.
Customer onboarding
Welcome a new customer with a personalised video that makes a strong first impression and sets the tone for the whole relationship. Onboarding is the moment of naturally highest attention, so a personal, human welcome lands harder here than anywhere else in the journey, and gently encourages the early steps that matter.
10× ROI
when compared to control group. Gjensidige, onboarding personalised video
Renewal and retention
Reframe a renewal, or a relationship that's cooling off, from an admin message into a recognition moment. A short personalised video acknowledges tenure, summarises what the customer has, and explains any change in plain language. It turns the highest-risk touchpoint of the year into a reason to stay.
Renewal is a relationship moment, not a billing event.
Claims and key service moments
Walk a customer through the moments that decide trust, a claim, a major service event, a change to their cover or account, by name and specific to their situation. A personalised explainer at the hardest moment reduces anxiety, inbound queries, and complaints, and protects the relationship exactly where it's most fragile.
Clarity at the hard moments is what customers remember.
"We got a CTOR we haven't seen before on newsletter mailings, and an increase in sales by 32% against the control group in the automation"
Erna Widerøe
CMO, Get Inspired
CUSTOMER RESULTS

How retail and ecommerce brands use Seen

Your Personalized Nespresso Anniversary
Nespresso Greece

Your Personalized Nespresso Anniversary

Find out how Nespresso in Greece used Seen's personalized, data-driven video technology to deepen and celebrate each member's personal connection with the Nespresso brand.
Retail
Loyalty Club
Carrefour strengthens member loyalty with 3.5 million personalized videos
Carrefour sa

Carrefour strengthens member loyalty with 3.5 million personalized videos

Carrefour Club's 2026 retrospective: 3.5M personalised videos, 6 journeys, 49% completion, 80% mobile. Built in-house with Seen Studio in under 60 days.
Retail
Membership Club
How Shell V-Power put every global Ferrari fan into the pit garage
Shell

How Shell V-Power put every global Ferrari fan into the pit garage

Shell invited Ferrari fans inside the F1 pit garage, by name. See how a hyper-personalised video campaign with Lewis Hamilton and Charles Leclerc drove 672K leads and a 4% increase in Shell V-Power B2C volume during the campaign.
Sports
Retail
"Personalised video enabled us to transform customer data into meaningful recognition, emotion, and connection at scale. It marks a step change in how we surprise and delight our members, brought to life through a strong partnership with Seen.io across markets."
Laura Esquius
Global Loyalty Manager, Nestlé Nespresso SA

Download our free guide for Retail CRM teams

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View all cases
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Measuring success

Clear performance data, from first play to last click.

A personalised video campaign should do three things: capture attention, hold it, and turn it into action. Seen's dashboard is built around exactly that, giving you a clear read on each stage.
Capture attention
Before anyone clicks play, your personalised thumbnail does the heavy lifting, it's what turns an email open into a video play. Video Play Rate shows how many recipients made that click, and is the first signal that both your thumbnail and your hook are working.
Hold it
View-Through Rate shows how many viewers stayed for at least 80% of their video. In personalised video, a strong VTR tells you the content felt relevant, not just clickable. It's the metric that separates genuine engagement from a passive open.
Turn it into action
The conversion funnel maps the full journey from visit to play to CTA click or completion. Toggle between engagement and action as your conversion goal, and track CTA clicks and shares as separate signals alongside it.
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Frequently asked

What retail and ecommerce teams ask us most.

How does Seen.io fit with our existing systems?

Seen.io is API-first and system-agnostic. Any platform that can fire a trigger and receive a callback can power a personalised video journey. Most retail customers connect us via their CRM (Salesforce, HubSpot) or marketing automation tool (Braze, Klaviyo, Iterable). We also integrate with loyalty platforms and CDPs. For technical detail, see docs.seen.io.

Does Seen.io work equally well for eCommerce and retail with physical stores?

Yes. Seen.io is used by pure-ecommerce brands like Newbody Family (Nordic ecommerce, 82% revenue lift on post-purchase video) alongside hybrid retailers like Carrefour, Coop, and Nespresso. The lifecycle moments are universal across retail and ecommerce: first purchase, anniversary, loyalty milestone, post-purchase, win-back. Whether a customer shops in-store, online, or both, the pattern, and therefore the benefit of personalisation, remains the same.

How long does it take to launch our first campaign?

Most customers launch their first campaign within 4 to 8 weeks of kick-off, depending on personalisation complexity, integration setup, and creative production. Carrefour launched six customer journeys reaching 3.5 million members in under 60 days, all built in-house using Seen Studio with no external agency.

How is customer data handled?

Your CRM remains the data controller. Seen.io is a processor and uses only the data you send, for the purpose you define. We recommend sending the minimum data needed for personalisation. Seen.io is independently certified to ISO 27001 and ISO 27701, the two standards that matter most for GDPR. Full documentation is at trust.seen.io.

Can our team build campaigns ourselves, or do we need an agency?

Both paths work. Carrefour built six customer journeys for 3.5 million members entirely in-house using Seen Studio, with no external creative agency. For teams without dedicated creative resource, our solutions partners can lead production. The platform is designed for both paths, and your team's existing capacity dictates the model.

How quickly does a personalised video campaign typically show measurable results?

Most campaigns see engagement signals like play rate and completion rate within days of launch. Business outcomes depend on the use case: anniversary and birthday campaigns show conversion lift inside the redemption window (Sport Vision saw 30% of recipients purchase), loyalty year-in-review campaigns compound across a programme cycle, and post-purchase campaigns lift repeat purchase rates over 60 to 90 days. The cleanest first-campaign benchmark is a controlled A/B test against a hold-out (non-video and/or non-personalised) group.

Privacy & Data

Built to fit inside your data governance, not around it.

Your CRM owns the data. Seen does one thing with it: creates personalised video. Purpose-limited, never repurposed, and fully documented at trust.seen.io.

trust.seen.io
trust.seen.io
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You remain the Controller: Seen processes only what you send, for the purpose you define, nothing else.
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Data minimisation: A first name is enough to start. No special categories, no unnecessary data, you control exactly what's shared.
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Certification: Seen is independently certified to ISO 27001 and ISO 27701, the two standards that matter most for GDPR.
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30 mins
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