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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

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Account lapse rate
improvement

Overall policy
retention increase

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Service call
reduction

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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.

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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.

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Personalized at the individual level

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Drives renewal and loyalty

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Works across channels (email, SMS, app, web)

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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

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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

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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.

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