The Devil is in the Details:Creating a Personalized Customer Experience

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Key Takeaways

• Shift in customer expectations

• Creating and delivering enriched communications

• Impact of Omni-channel on customer loyalty

• - aff

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

What Is Customer Engagement?

Emotional Connection Between Your Customers and Your Company

#thecxfactor

Optional Slides Follow

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

23

30

2

% profitability improvement

% increase in spending

% retention = 10% cost decrease#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Rise of the 24/7 Customer

We are now living in an "always-on” world ruled by the mobile experience

#thecxfactor

Optional Slides Follow

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

60

45

% have higher expectations of customer service in last 12 months

% say companies lack of interest in customer sat is the biggest obstacle

#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Rethink YourBusiness

• ff

#thecxfactor

Beat the Distraction

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Companies need to start adapting

Stay relevant or fall behind the competition

#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

5

65

5

% increase in customer retention increases profits by 25%-95%

% of business comes from existing customers X more to attract a new customer than to keep an existing one #thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Make it Personal!

#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Tailor your communications

The more you know, the more you can connect on a deeper level…

#thecxfactor

Get the Right Tools

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor

Leverage yourexisting infrastructure

A good CCM platform integrates with your enterprise core system

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor

Improve efficiency

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Reduce the number of documents in your systems

#thecxfactor

Cut IT some slack

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Empower your business users to create and edit templates and documents

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Where They Want! When They Want!

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Know the right channel, the right timing, &the right messaging

#thecxfactor

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Bringing It All Together

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2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

Creating a Personalized Customer Experience

CCM Tools Beat theDistractions

Omni-ChannelPersonalizeRethink YourBusiness

#thecxfactor

Q&A2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

For more info:www.xpertdoc.com/xplor-contact

www.Xpertdoc.com

2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

David SquibbChief Sales & Marketing Officer

P: 1-866-961-9111E: Sales@Xpertdoc.com

Twitter: @David_Squibb

#thecxfactor