Humanable customer retention solutions integrate personalized video experiences with customer conversion, data capture, and digital process automation.
Enable customers to seamlessly re-sign accounts, policies and contracts, whilst experiencing a human touch in digital transactions.
Personalized renewal engagement that outperforms
industry benchmarks
Account lapse rate
improvement
Overall policy
retention increase
Service call
reduction
Retain more customers by delivering hyper-personalised video journeys at renewal, expiry or inactivity points.
Deliver hyper-personalised renewal and repurchase journeys that feel thoughtful and timely — keeping your customers connected and committed.
Make every customer feel remembered
and valued
When your customer’s account or policy is due for renewal, a generic email is no longer enough. They expect personalization, clarity, and trust. HumanableCX delivers that - talking to their policy or account, speaking directly to them about what’s next.
HumanableCX’s interactive solutions can also respond to customer behaviors or preferences in real-time - heightening engagement, reinforcing trust and ultimately reducing churn.
Personalized at the individual level
Drives renewal and loyalty
Works across channels (email, SMS, app, web)
Proven customer journeys - predictable results
Personalized at the individual level
Works across channels (email, SMS, app, web)
Drives renewal and loyalty
Proven customer journeys - predictable results
Retaining customers through a personalized renewal journey
Case study
Client
A leading global life insurer.
Challenge
Customer churn during the renewal period was a persistent issue. Traditional reminder emails lacked engagement, and customers often forgot the value of their policy or account. The contact centre experienced spikes in calls during renewal windows.
Solution
Using HumanablaeCX, the organisation implemented an automated Renewal Program.
3 weeks before a customer’s renewal date, their system sends customer data securely via API to HumanableCX. Our platform then instantly creates a hyper-personalised video that:
Greets the customer by name
Clearly explains the benefits of their current policy
Reminds them what they’re covered for - what they stand to lose
Encourages renewal / presents exclusive upgrade offers
Answers common pre-renewal questions - reducing contact centre load
Videos are delivered via email and SMS, 24/7 - perfectly timed to reach customers while they’re in consideration mode.
Results that outperform Industry benchmarks
29.2% CTA (click-through-to-agent) rate - vs 5% industry benchmark
7.5% lapse rate improvement - vs 0.8% benchmark for renewal comms
25% reduction in pre-renewal customer service calls
18% overall uplift in retention among video recipients
Compliant, secure and scalable with ISO27001 certification
Why it works
Instead of a generic email, customers receive a personalized video that makes renewal feel relevant, timely, and valuable. It builds trust, prompts action, and reduces friction — all without the need for live agents.
Personalized at the individual level
Works across channels
(email, SMS, app, web)
Drives renewal and loyalty
Proven customer journeys -
predictable results
Retaining customers through a personalized renewal journey
Why it works
Results that outperform Industry benchmarks
Solution
Challenge
Client
A leading global life insurer.
Customer churn during the renewal period was a persistent issue. Traditional reminder emails lacked engagement, and customers often forgot the value of their policy or account. The contact centre experienced spikes in calls during renewal windows.
Using HumanablaeCX, the organisation implemented an automated Renewal Program.
3 weeks before a customer’s renewal date, their system sends customer data securely via API to HumanableCX. Our platform then instantly creates a hyper-personalised video that:
Greets the customer by name
Clearly explains the benefits of their current policy
Reminds them what they’re covered for / what they stand to lose
Encourages renewal / presents exclusive upgrade offers
Answers common pre-renewal questions - reducing contact centre load
Videos are delivered via email and SMS, 24/7 — perfectly timed to reach customers while they’re in consideration mode.
29.2% CTA (click-through-to-agent) rate — vs. 5% industry benchmark
7.5% lapse rate improvement — vs. 0.8% benchmark for renewal comms
25% reduction in pre-renewal customer service calls
18% overall uplift in retention among video recipients
Compliant, secure and scalable with ISO27001 certification
Instead of a generic email, customers receive a personalized video that makes renewal feel relevant, timely, and valuable. It builds trust, prompts action, and reduces friction — all without the need for live agents.
Case study
Guided Policy Renewal
View automated insurance customer retention solution
Case study - Retention
Retaining customers through a personalized renewal journey
Client
A leading global life insurer.
Challenge
Customer churn during the renewal period was a persistent issue. Traditional reminder emails lacked engagement, and customers often forgot the value of their policy or account. The contact centre experienced spikes in calls during renewal windows.
Solution
Using HumanablaeCX, the organisation implemented an automated Renewal Program.
3 weeks before a customer’s renewal date, their system sends customer data securely via API to HumanableCX. Our platform then instantly creates a hyper-personalised video that:
- Greets the customer by name
- Clearly explains the benefits of their current policy
- Reminds them what they’re covered for / what they stand to lose
- Encourages renewal / presents exclusive upgrade offers
- Answers common renewal questions reducing contact centre load
Videos are delivered via email and SMS, 24/7 — perfectly timed to reach customers while they’re in consideration mode.
29.2% CTA (click-through-to-agent) rate — vs 5% industry benchmark
7.5% lapse rate improvement — vs 0.8% benchmark for renewal comms
25% reduction in pre-renewal customer service calls
18% overall uplift in retention among video recipients
Compliant, secure and scalable with ISO27001 certification
Results that outperform Industry benchmarks
Why it works
Instead of a generic email, customers receive hyper-personalized video communication that makes renewal feel relevant, timely, and valuable. It builds trust, prompts action, and reduces friction — all without the need for live agents.