Elevating CX with personalized video: Lessons from Constant Contact

Constant Contact is using personalized video to transform onboarding and improve customer retention by delivering the right message to the right user at the right time.

With thousands of new users joining each month, its team segments onboarding paths and embeds targeted videos into key moments of the journey. The result is a faster, more engaging customer experience that drives measurable improvements in activation and retention.

In this webinar, Missie Dunham, Senior Director of Customer Success at Constant Contact, shares how her team is using personalized video to radically improve onboarding and trial experiences. With 9,000+ new customers each month and a narrow 7–10 day window to deliver value, speed and relevance are crucial.

Join this webinar to hear how Missie’s team segments customers, embeds smart video at the right time, and guides each user based on their needs and experience level. If you're struggling to scale your CX strategy or improve retention without increasing headcount, this is a must-watch session.

Attendees will learn:

• How Constant Contact accelerates time to value by embedding personalized video into onboarding and trial journeys.
• Why customer segmentation is the key to scalable, effective CX.
• How to tailor onboarding for users with vastly different levels of experience.
• Real metrics and insights from Constant Contact’s journey—what worked, what didn’t, and what’s next.

Speakers

Missie Dunham
Senior Director, Customer Success
Constant Contact

Missie Dunham is a pioneering force in Customer Success, recognized for driving scaled success strategies, digital transformation, and industry-leading CS education. With two decades in the SaaS and Cloud Collaboration industry, Missie has led groundbreaking initiatives that redefine how businesses empower customers, optimize engagement, and drive retention at scale. As Senior Director of Customer Success at Constant Contact, Missie is at the forefront of exploring AI’s potential to enhance digital customer success—merging automation with human expertise to create seamless, high-impact customer experiences. Passionate about innovation and transformation, Missie partners cross-functionally to explore how AI can reshape the CS landscape, ensuring teams stay ahead of evolving customer needs.

Fueled by a vision to shape the future of customer success, Missie continues to push the boundaries of what’s possible—bridging the gap between technology and human connection to shape the next era of customer engagement at scale.

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