xerox promotional communication services 2017

Helping Customer Communications Work Better

Xerox Internal Use Only

Evolving trends and customer dynamics

2 May 3, 2023

Source: 1) InfoTrends; 2) Accenture; 3) Monetate;

38% of customers want communications that are more personalized and easier to read(1)

6% of companies have a personalization strategy(3)

34% of customers want to be able to select their communications preferences(1)

65%of customers are frustrated by inconsistent experiences across channels(2)


Evolving trends and customer dynamics

3 May 3, 2023

Source: InfoTrends Micro to Mega: Trends in Business Communications Enterprise Study Research, November 2015

“Enterprises seek partners with broad capabilities in order to enhance the customer experience.”

“Digital media spending is outpacing print spend, but both are vital and play distinct roles.”

Customer expectations, business processes, technology, and the use of data have changed at a radical new pace.As such, strategically managing your communications is fundamental to creating – and maintaining – an excellent customer experience.

4 May 3, 2023

Multiple Responses Permitted

N = 800 Enterprises in Western Europe and North AmericaSource: Customer Engagement Technologies State of the Market Study, InfoTrends 2015

Improving customer experience is a priority.

5 May 3, 2023


Customer experience drives business value.Stock performance of CX Leaders vs. “Laggards” compared to S&P 500 Index

Sources: The Customer Experience ROI Study, Watermark Consulting 2015. InfoTrends Annual Customer Engagement Technologies State of the Market 2016 6

CX Leaders Saw a cumulative total return of 35% over the S&P 500 index

CX LaggardsThose without CX focus fell below the S&P 500 Index by 45%

Your Opportunity: Only 28% of enterprises are satisfied with the experiences they deliver to their customers.

35%

45%Six year stock performance: S&P500 Index 72.3% 2007-2014

3.0%4.0%

6.0%6.0%6.0%

16.0%16.0%

22.0%

0% 10% 20% 30% 40%

Location-based services

Reaching and understanding mobile customers

Connected devices

Social marketing

Video to increase brand engagement

Data-driven marketing that focuses on the individual

Creating compelling content for digital experiences

Optimizing the customer experience

Source: Econsultancy / Adobe Quarterly Digital Intelligence Briefing Q1 2016

Enterprises are making customer experience a priority

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We believe that relevant and timely customer communication is the key to an effective customer experience. Since the journey is no longer linear, a holistic approach is required across the customer lifecycle.

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We enable relevant communications that support the Customer Experience Lifecycle.

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Need

Receive

Use

Maintain

Recommend

MA

RK

ET A

ND

SELLSUPP

OR

T A

ND

SER

VE

Select

Research

Purchase

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Customer Lifecycle Onboard Serve GrowAcquire

Promotional Communications Business and Transactional CommunicationsCategories

The Xerox Communication Services Continuum

Communications Advisory ServicesConsulting

Helping to transform the way the world communicates and shares content.

Document PublishingServices

Collateral Management

Services

Demand Generation Services

Transactional Print & Mail

Services

Inbound and Outbound

Digital Services

Product Information

Management Services

MultichannelCommunications

Services

Service Offerings

We help you effectively deliver content along the customer journey

Grow Acquire

• Packaging• Shipping• Interview• Social• Promotions• Influencer outreach

Serve

Advocacy & Retention

• Website• Search• Email• Advertising• PR

Awareness • Blogs• Reviews

• White papers• Curated content

• Social • Videos

Consideration

•POS• Direct Sales• eCommerce

• In store

Purchase

Onboard

Promotional Communications for Customer Journey Management

Grow Acquire

Serve Onboard

MA

RK

ET A

ND

SELLSUPP

OR

T A

ND

SER

VE

Awareness

Consideration

• Public Relations• Advertising• Email

• Search • Website • Blogs

• Reviews• Social

• Video• POS

Purchase

Advocacy & Retention

• Direct sale• eCommerce

• In store• Dealers• Fulfillment• Packaging

• Inbox promo• Tips & tricks• Helpdesk• Interviews

• Social• Promotions• Influencer outreach

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It’s not just a service, it’s a complete ecosystem of capabilities designed to deliver

Communication Process Management

13 May 3, 2023

By helping you identify and transform key communication touch points across each customer journey, we can deliver a truly transformative service that will significantly improve business effectiveness, relevance and results.

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Our value proposition:

Step 2: After consolidation

Step 3: Re-engineered for effective messaging

Step 1: Document consolidation

Step 4: Interactive multi-channel delivery

Print or emailed PDFPrint Interactive

1st Generation 2nd Generation Next Generation

Creating one clear consistent communication across all channels is critical.

15 May 3, 2023

Create consistent, customized communications Available to your clients and customers 24/7

Collateral consolidation

Collateral customisation

Customisation+ personalisation

Email+SMS, Microsites, Mobile Touchpoints

Efficiency: Availability of print

Enablement: Controlled content

Engagement: Personalised content

Conversation: Multichannel

Let me show you what executives like yourselves are deciding…

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SolutionEnd-to-end management of design, content creation, translation, print and digital delivery of glove box content while maintaining needed regulatory compliance.

Automotive ResultsImproved customer experience with relevant content personalize to each VIN number.

Enhanced brand differentiation.

VIN-driven personalization and multi-channel delivery make standard glove box content accessible and relevant for each new owner.

May 3, 202318

SolutionCentral managed production centre with automated creation of personalised welcome packs and call centre integration.

Statements tailored to relevant investment sectors for each customer.

ResultsImproved customer experience and query resolution.

>20% cost savings combined with reduced errors.

Insurance

With improved design, automation and transactional print capabilities, relevant personalization becomes easier and more effective.

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SolutionFully automated e-mailroom, processing and cataloguing all inbound correspondence.

Xerox enterprise content management service to automate downstream customer communication distribution and processing.

“We’ve moved from working on a ‘best endeavours’basis to delivering a market-leading service – and we regularly exceed our own targets.”Dick Parkhouse, Executive Director for Strategy and Change Co-operative Financial Services

Results86% reduction in turnaround time.

Operational cost savings through reduction in manual processes.

Improved compliance.

Financial Services

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SolutionSingle supplier for above- and below-the-line campaigns.End-to-end campaign management process; fully managed service with integrated reporting on quality, SLAs and spending.

ResultsImproved brand compliance and business unit satisfaction.

Cut costs more than 25% by consolidating the marketing supply chain.

Pharmaceuticals

Consolidation drives significant marketing supply chain cost savings for a global pharmaceutical company.

May 3, 202321

50+ Global Brands supported with creative services

Brand DeploymentWorked on multiple rebrand projects over recent years

25,000Digital assets managed for clients

Integrated Workflow SystemsBenchmark technology for end-to-end job management

Multi-Channel DeliveryAdaptive design for multiple platforms & devices

10,000 Marketing campaigns or projects managed each year

100+Multi - Languages supported with translation services

Global Delivery NetworkFlexible model of on-site, near-site, offshore 150+

Creative and digital professionals

Xerox client experience at a glance

May 3, 202322

Served by on-site Communication Advisors

NEW modern self-serve online experience

Entry point for services requests

Our Client Businesses

23 May 3, 2023

Communication services delivery model

Xerox Service Delivery Environment

On-site Communication Hubs configured to onsite needs, small to large

Shared Communication Hubs strategically located and optimized

Production Operations Centers operated by other Xerox Divisions

Third Party Suppliers leveraging Xerox Premier Partners and Extended Relationships

Consulting methodologyPhase 1 Structured Questionnaires

Workshops1 to 1 Interviews / Desk ResearchReview Collaterals

Phase 2 Process Maps

Technology Use Cases Roles & Responsibilities

Phase 3 Solution and Service Options

Target Operating Model

Analysis & Mapping

Executive InformationExchange

1Discovery

2

Analysis & Mapping

3Solution Design

4Change Management

5

Phase 4 ContractingTransitionTransform

Implement

6Performance Review & Continuous Improvement

7

Measure Improve


•Current State Business process mapping and interviews•Current State evaluation•Future state solution design•Solution Architecture•Business case development

Consulting Services Specialism

•ITIL Based delivery framework•ISO27001 •SOX certified•Safe Harbor Certified•PMP certified project managers•Six Sigma Black Belts•Access to 25,000 customized learning resources•Global presence

World Class Accreditation

•Project management•Change management•Software installation•Software configuration•Software customization•Software integration services•Proof of concept services•Training services

Professional Services Depth

•12 Global Delivery Call Centers with follow the sun support•180 countries supported•3rd level support provided for 3rd party offerings by partner

Support Services -Comprehensive Offer

Operational core strengths

25 May 3, 202325 May 3, 2023

Why Xerox?

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Our world view:Communications and contentare immediate and always on –across both digital and analog.

Who we are:Changing the way the world works, communicates and shares content in all its forms.

Why we are different:Market-leading innovation topower digital transformation.

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Maximizing the effectiveness of your customer communications is critical to your success. A Communication Assessment is the first step.

27 May 3, 202327 May 3, 2023

“We always want to try and stay ahead of the competition… A lot of our ideas come from brainstorming with Xerox, and saying: can you do this? Can you do that? Miraculously, the Xerox team always seems to deliver.”

Joanne Reynolds, Global Marketing Communications Manager, Honeywell ED&S

What did your print and mailroom look like 5 years ago? What does it look like now? What will it look like in 5 years?Where are you innovating in this business? Are you keeping up with communication trends? Are your communications consistent and relevant across the customer lifecycle?

May 3, 202329

Consider:

30 May 3, 2023

Helping to transform the way the world communicates and shares content.The communications gap today

Traditional Print and Mail Room

Corporate Marketing and/or Agencies

Complexity GapHolistic management of customer communications can be lacking, putting the consistently excellent customer experience you want at risk

31 May 3, 2023

Helping to transform the way the world communicates and shares content.Bridging the communications gap with Xerox

Traditional Print and Mail Room

Corporate Marketing and/or Agencies

We can remove the Complexity Gap with Document Publishing Services

May 3, 202332

Manufacturing SolutionRedesigned document suite validated with end-user testing.

SME-approved content database and templates reduced development time.

Results30% reduction in page count.

Full EU regulatory compliance.

Reduced after sales support is driven by easy-to-use product information deployed in multiple languages.

SolutionRedesigned bills to improve customer experience, facilitate marketing and create consistency.

Optimized print production with Lean Six Sigma-based plan.

Redesigned statements improve customer satisfaction and upsell potential while decreasing billing-related inquiries and frustration.

Results30% decrease in billing inquiries to Customer Care Centre.

New cross-selling capabilities with year-over-year savings.

Information Technology

May 3, 202333


Internal slide on conversation topicsProblem•Legacy systems and manual processes impact front and back-office operations

Problem•Too many suppliers, too many IT systems.•Different processes and systems in different business units and geographies.•Manual processes

Problem / Opportunity•Digital communications present an opportunity to improve customer experience, throughout the customer lifecycle.

Implications•Front office – inefficient customer communications•Back office – information and data that supports critical business process is hard to extract, analyze or process it quickly

Common business goals•Integrate the output – data – of different systems (rather than the systems themselves)•Seamlessly integrate electronic and hard copy information to automate workflow•Reduce process cycle time and cost of managing documents in the back office.

Implications / Current state•Poor and disjointed customer experience, across lifecycle, across channels.•Hard to use data to personalize experience for customers•Too many digital solutions are not scalable across the enterprise.

Common business goals•Digital transformation of customer communications – take an ‘outside-in’ approach that improves customer experience across channels and lifecycle.•Deploy analytics to personalize customer experience.•Customer acquisition, retention, upselling etc.

Implications•Pushes up costs•Slows down innovation•Hard to manage compliance

Common business goals•Standardization and consolidation of suppliers, systems and processes – best one way.•Shared services model

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