Vidyard

Vidyard is a leading video platform helping go-to-market teams drive engagement through personalized video experiences. As a company built around personalization, Vidyard's Customer Success team believes that delivering tailored experiences is the foundation of customer value.

The Challenge

Vidyard's approach to Customer Success has always been rooted in one belief: personalization is how you drive adoption, retention, and growth. From onboarding to QBRs, the team knew that a highly tailored experience, one that connects onboarding to ongoing value, was their most powerful lever. But delivering that at scale wasn't feasible.

Without the right system:

• Personalized onboarding couldn't scale beyond top accounts.
• High-quality QBRs were limited to select accounts.
• SMB customers lacked consistent value communication.
• QBR creation was manual. Reps had to pull data and compile decks individually.
• Quality varied by rep, making it impossible to deliver consistent, high-impact experiences across the customer base.

Vidyard needed an operational system to deliver personalized customer experiences at scale. Not just for top accounts, but for SMB and long-tail segments too.

Before EverAfter by Base AI, we had to manually pull data and compile it into decks. It depended on the rep, and it wasn't consistent.

The Solution

Vidyard wasn't looking for another tool. They needed a way to operationalize personalization across the entire customer lifecycle. With EverAfter by Base AI, they built a system of dynamic, data-driven hubs, bringing together onboarding, QBRs, and future renewal experiences into a single, scalable interface.

• Automated QBR Hubs: Hubs automatically pull and unify customer data, deliver consistent insights across all accounts, and give customers an always-on experience they can revisit anytime. No manual work, no barrier to scale.
• Onboarding Hubs: Personalized onboarding journeys that drive activation and accelerate time-to-value for every customer, from SMB to long-tail segments.
• Always-On Customer Experience: Dynamic hubs replace static reports, so customers can explore their data anytime, not just during scheduled QBRs.
• Built with AI Studio: The team designs and launches experiences quickly through prompting. No developers, no complex build cycles.
• End-to-End Lifecycle: Onboarding hubs drive activation, QBR hubs drive adoption and value realization, and renewal hubs (in progress) will drive retention and expansion. One continuous, scalable customer journey.

The Results

QBR has been a game changer for us. Every customer deserves that level of treatment, and now we can actually deliver it.

Before EverAfter by Base AI, delivering personalized QBRs to every customer wasn't possible. Today, Vidyard delivers dynamic, data-driven QBR experiences that help customers understand their usage, identify gaps, and take action, like assigning more licenses and increasing adoption.

Even more importantly, Vidyard is connecting onboarding, QBRs, and renewals into one continuous customer journey. A customer can start in an onboarding hub, move into a QBR experience, and eventually transition into a renewal hub, all within one evolving system. And with AI Studio, the team can design and launch the experiences they need quickly, without relying on developers or complex build cycles.

What's Next

Vidyard is now focused on scaling this model to drive Net Revenue Retention. By connecting onboarding, QBRs, and renewal into a single system, the team is building a scalable engine for:

• Adoption: Driving feature adoption and value realization through always-on, personalized experiences.
• Retention: Building a continuous customer journey from onboarding through renewal.
• Expansion: Making value visible and actionable to drive license expansion and customer growth.
• AI-Powered Personalization: Using AI Studio to launch new experiences quickly across every customer touchpoint.