Building better connections is the heartbeat of Vodafone. And it’s at the heart of everything we do for the brand. Making customers feel, think and act differently across multiple touchpoints through insightful, data-rich communications that spark growth by inspiring brand love and loyalty.

For any brand, first impressions are always important, so we started at the beginning: with the welcome and onboarding journeys. Using insights from Vodafone’s call centre data, we addressed early pain points through a series of dynamic emails and simple how-to videos. This resulted in reduced calls to the customer service centre, saving Vodafone £150,000 per year.

We got longer-standing customers feeling good again about the value they get. We overhauled emails that listed out all the benefits in favour of delivering a drumbeat of single-minded messages over six months – replacing long scrolling emails, with instead short snappy reminders.

When it comes to conversions, we harness the power of AI and real-time personalised video platforms to full effect.

For the launch of the latest handsets, we sent customers a tailored plan video, merging creative storytelling with big data to cut through the noise. Customers who watched their personalised video upgraded at 3x the rate of the control, and they even took out higher-value plans.

Whether creating welcome journeys, retention campaigns or launching a whole new loyalty proposition, we work across Vodafone’s entire portfolio. Our goal? To use creativity, technology and targeting to achieve maximum cut-through and effectiveness.