The Future of CX: Top 5 Reasons Why Video is the Most Powerful Touchpoint in Customer Journeys

In a marketplace flooded with choices, how do brands cut through the clutter and truly connect with customers? The answer increasingly lies in video—a medium that combines storytelling, education, and commerce like no other. Recent studies show that 84% of consumers have made a purchase after watching a brand video, a statistic that highlights the undeniable power of video in the customer journey.

But it’s not just about watching anymore. With the surge of video commerce, customers can explore, interact, and buy—all within the same video experience. This seamless integration is reshaping how brands deliver personalized, engaging customer experiences that boost conversions and loyalty.

As businesses look to the future of customer experience (CX), video stands out as a game-changing touchpoint that’s redefining how brands and customers interact. In this blog, we’ll explore the top five reasons why video is becoming the most powerful and influential element in customer journeys—unlocking new opportunities to grow your brand and delight your audience every step of the way.

The Rise of Video in Customer Experience

As digital transformation accelerates, businesses are adopting new channels to enhance customer experience—and video is at the forefront. Beyond traditional uses like recorded videos and static images, video commerce is revolutionizing how brands connect with consumers. This includes one-on-one live video demos, interactive product demonstrations, and 360-degree product views that give customers a comprehensive understanding of what they’re buying.

These video commerce tools build trust by offering transparent, real-time, and immersive interactions that replicate the in-store experience online. By fostering deeper engagement, video commerce not only boosts immediate sales but also enhances customer lifetime value, turning one-time buyers into loyal brand advocates.

In today’s competitive market, integrating video into the customer journey creates more personalized, authentic, and informative experiences—transforming how customers discover, evaluate, and purchase products.

Top 5 Reasons Why Video is the Most Powerful Touchpoint in Customer Journeys

1. Video Builds Trust with One-on-One Connection

Trust is everything when it comes to winning customers—and video is hands down the quickest way to build it. By showing real people on screen, video makes your brand feel human and approachable.

With video commerce, this connection becomes even more powerful. Shoppers don’t just watch passively—they can interact through live video demos, ask questions, and see products in action. This interactive experience replicates the in-store feel from anywhere, making customers feel confident and valued.

Video commerce has the potential to strengthen customer relationships by creating a more personal and engaging experience. By interacting with customers in real-time and addressing their specific needs, businesses foster a sense of connection and loyalty. This personalized approach leads to increased customer satisfaction, repeat business, and positive word-of-mouth referrals. For example, a customer who receives tailored recommendations and attentive service during a video call is far more likely to return for future purchases.

2. Real-Time Video Support and Assistance

Real-time video support is transforming customer service by offering instant, face-to-face assistance—right from a customer’s home. In video commerce, this enables brands to replicate the in-store experience, guiding customers through product features, troubleshooting issues, or providing live consultations during the purchase process. It builds trust, speeds up resolution, and significantly improves customer satisfaction. Additionally, video support reduces the need for in-person or field visits, especially for technical setups or product demonstrations, cutting operational costs while enhancing service speed. This approach not only boosts convenience for customers but also allows brands to scale high-touch support efficiently.

3. Round-the-Clock Availability Enhances Customer Experience

One of video’s most powerful advantages is its ability to offer support and engagement 24/7. With live video demos, FAQs, product tutorials, or even AI-powered video assistants, brands can deliver value. This “always-on” presence ensures customers get the information they need—when they need it—improving satisfaction and reducing friction throughout the journey. Whether it’s midnight product research or early-morning troubleshooting, video makes your brand reliably present and accessible around the clock.

4. Full Attention of the Buyer Through One-on-One Engagement

Unlike passive content formats, video—especially live one-on-one interactions—captures and holds the full attention of the buyer. Whether it’s a personalized product demo or a real-time consultation, the direct engagement encourages the customer to stay focused, ask questions, and explore the product in detail.

This kind of interaction not only replicates the in-store experience but also ensures that the buyer is actively involved in the decision-making process. When customers feel seen and heard, their confidence increases—leading to better understanding, stronger emotional connections, and more informed purchase decisions.

5. Higher Conversion Rate Compared to Traditional Channels

Video isn’t just more engaging—it drives measurable results. Interactive product videos, live streams, and video consultations offer a more persuasive and personalized approach than traditional marketing methods.

In fact, 40% of customers make a purchase after their first interaction via video commerce, proving its power to convert interest into action. This higher conversion rate is driven by factors like real-time support, immersive visuals, and human interaction—making video a cost-effective and ROI-driven channel for modern CX.

Conclusion

Video is revolutionizing customer journeys. Its ability to build trust, enhance engagement, and provide personalized experiences makes it indispensable for businesses aiming to connect with their audience on a deeper level. In particular, video commerce—the integration of video content with seamless shopping experiences—is emerging as a powerful tool to influence purchasing decisions, drive conversions, and create immersive brand interactions.

By embracing video commerce as a core component of their CX strategy, brands can stay ahead of the curve and meet the evolving expectations of today’s digital-savvy consumers, who increasingly seek interactive and frictionless buying journeys.

Incorporating video into your customer experience strategy isn’t just a trend; it’s a necessity for businesses looking to thrive in the digital age. Start leveraging the power of video commerce today and transform your customer journeys into meaningful, engaging, and revenue-driving relationships.

Maxicus: Unlocking the Power of Video Commerce

At Maxicus, we empower businesses to unlock the full potential of video commerce with scalable, customized solutions that enhance engagement and accelerate growth. From strategy to execution, we help brands transform their customer journeys into dynamic, high-converting experiences.

Maximize engagement and conversions—unlock the power of video commerce with Maxicus. Connect with Maxicus today and discover how we can help you turn every interaction into a lasting relationship—and every view into a sale.