Proof · Allianz
The randomized trial behind the numbers.
We don't ask you to take “personalized video works” on faith. In a randomized controlled trial across 45,685 customers, Allianz measured it — against their own standard communication, in live renewal and onboarding journeys.
Proven impact
What the trial measured.
Personalized video, generated from policy data and delivered at the moments of truth, beat standard communication on the metrics that decide the business.
A real experiment, not a testimonial.
The study was a randomized controlled trial — the same method used to evaluate medicine. 45,685 Allianz customers were split into groups: some received Allianz's existing, standard communication; others received the same messages rendered as personalized video. Everything else was held constant, so the difference in outcomes is attributable to the medium, not the offer.
It ran inside live renewal and onboarding journeys — not a lab, not a survey — so the numbers reflect real customer behaviour at scale.
Why the video moved the needle.
The personalized video didn't just restate the renewal. It reminded each customer what their cover meant for them, in a format that was easier to notice, follow and trust. As Allianz's CX lead put it, it was the way the personalized GIF, video and call-to-action worked together that drove the result.
Comprehension, not contact, is what retains customers — and video closed the comprehension gap that dense text leaves open.
Measured, governed, repeatable.
Because Lont controls rendering and playback, every outcome ties back to a specific template, rule and audience — which is what made a controlled measurement possible in the first place. Execution is deterministic and auditable: the same inputs and rules always produce the same video, with AI applied selectively. That's the same governance that lets regulated insurers run it in production.
“By deploying AI-powered personalized video at the key Moments of Truth in our customer journey, our open rates, click-throughs and — most importantly — customer loyalty rose significantly.”
FAQ
Questions about the trial.
How big was the trial?
45,685 Allianz customers, randomly assigned to standard communication or personalized video within live renewal and onboarding journeys.
What were the headline results?
Personalized video cut customer churn by 10.9% in a single product flow, lifted NPS from 13 to 36, and earned 41–52% click-to-open on personalized emails.
Why is a randomized controlled trial credible?
Because it isolates cause: customers were randomly split and everything except the medium was held constant, so the difference in churn, NPS and engagement is attributable to the personalized video itself — not to a better offer or a different audience.
Is the same approach compliant for regulated insurers?
Yes. Execution is deterministic and auditable — the same inputs and rules always produce the same video — with AI applied selectively and optional human review, which is what lets regulated insurers run it in production.
Get started
Want results like these on your journeys?
Tell us the journey you want to move — renewals, onboarding, claims — and we'll show you the personalized-video version, with the numbers behind it.
- −10.9% churn
- 13 → 36 NPS
- 41–52% click-to-open
Thanks — that's in.
We'll be in touch within one business day to set up your walkthrough.