Case Study: Top U.S. Retail Bank achieves higher digital engagement and a 10% NPS lift with SundaySky SmartVideo

Driving Digital Engagement and Increasing Customer Satisfaction

A top U.S. retail bank offering credit cards, insurance and investment products shifted to a customer-first, digital‑first strategy after customer satisfaction dropped post‑2008. To "know me, value me, make it easy for me, and protect me," the bank partnered with SundaySky SmartVideo to deliver personalized welcome videos that educate new card members the moment they receive their card and encourage digital engagement.

SmartVideo uses each customer’s data to generate real‑time, personalized videos that highlight relevant benefits and prompt next‑best actions (download the app, enroll online, set up autopay, redeem rewards). The program drove measurable lift versus email-only outreach: +15% online enrollment, +8% paperless enrollment, +31% average card spend, +11% sales activity, a +10% NPS increase, 71% of viewers as brand promoters, and 89%/83% improved understanding of card benefits and rewards.