1. Understand, Visualize and Predict Customer Behavior
The CRM “Customer-centricity Chasm”
Customer Interaction Hub Illustrated Demo
Customer Case Study Snap Shot
Market Leading Analyst Recognition
INSIGHT ACTION
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2. Customer Analytics Maturity Model
• Commence at any stage Real-time Decisioning
• Benefit from a clear • Inbound contextual RTD
ACTION
roadmap to success • Adaptive learning
Real-time Scoring
• Eliminate customer lists, mass-scoring
• Up to the second outbound selection accuracy
Optimize Contacts
• Analytically match customers with right offer, at right time,
via right channel, balanced against business constraints
Predict Uplift
• Predict persuadability; eliminate sure things, lost causes, sleeping dogs
INSIGHT
• Reduce spend 40% while improving outcome 30-300%
Understand & Predict Behavior
• Predict and define ideal target customer segments
• 3D visual customer data mining & automated modeling
Explore Customers
• Uncover areas of interest and opportunities to act
• Ad hoc, thin-client customer data exploration for the business user
(Underpinned by customer data access, generic BI & reporting tools)
INSIGHT ACTION
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3. The CRM “Customer-centricity Chasm”
DATA INCREMENTAL CRM CRM TOUCH POINTS
Right message, right time
Customer Profile Dialogue across touch points
Optimize engagement
“Line of
sight”
Transaction
Infuse customer-specific
insight into touch points
Channel
Lines of Business Understand past behavior
Predict future needs
“Hindsight”
“Hindsight” “Foresight”
“Foresight”
What | Why | Next | Change
Customer Preference
INSIGHT ACTION
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4. Optimized Customized Customer Interactions
Customer We sent you
Customer completes an email
Documents
survey generated
yesterday –
and mailed
do you have
any
Thank you for questions?
updating
your
preferences!
Offer
acceptance
feedback
Ideal promo: survey
Unlimited
Please Text
update Last day of Value
your Unlimited reinforcement
preferences Text - you saved $X
promo this month
Your Business
The Results
• Improved customer experience
• Increased customer satisfaction and advocacy
• Increased customer value, wallet share
• Improved customer retention
• Single source for customer preferences
INSIGHT ACTION
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4

5. The CRM “Customer-centricity Chasm”
Expectation Reality
• We understand them • Product-centric campaigns
• We value their business • Operationally focused
• We deliver on our promises • Information & channel silos
• We remember them • Independent business units
• We strive for relevancy • Customer ad fatigue
• We are connected • Limited capacity for
engagement
“What customers expect from us” “What we actually have”
INSIGHT ACTION
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© 2011 Portrait Software - A Pitney Bowes Business Insight Company

6. INSIGHT ACTION
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7. Optimizing Customer Interactions
Mobile Web
Kiosk /
Email INTERACTIVE
PROACTIVE ATM
Mail IVR
Contact
Center
“Outbound” “Inbound”
Channels Channels
INSIGHT ACTION
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8. The Portrait Suite
Fulfill.
Recommend.
Orchestrate.
Optimize.
Predict.
Understand.
Explore.
INSIGHT ACTION
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9. What’s it Worth?
Financial Services Telecommunications
Products held per 36% increase in churn reduction
customer up by 50%
Customer retention up >20% 20% reduction in churn
Immediate increase in customer retention
Incremental revenue up 327% Reduced marketing costs >DK100,000 PA
Reduced marketing costs by >10% Churn decreased by 37.5%
ROI from a single campaign Emerging Markets
Increased revenue by $1.2M per month
Insurance
Customer retention up 300% Incremental revenue of £48M
“Immediate increase in renewals” Profitability rose 10%
Uplift doubles customer retention Revenue per customer 314% higher
INSIGHT ACTION
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10. Home
Information Quality Data Quality Tools Data Integration Tools
INSIGHT
DATA
Predictive Analytics & Data
ACTION
Mining Customer Data Mining
5 Magic
Gartner
The ONLY
Quadrants
INSIGHT
vendor on all
DQ
DI
Cross-channel Comms Mgmt Multi-channel Comms Mgmt
MCCM
CCCM
CDM
STRATEGY
Document Output Customer Service Contact Ctrs
The ONLY
vendor on
all 4 Waves
PBBI – Customer Communications Management
IQ
CCCM
DOCCM
PA/DM
COMMUNICATION

11. Forrester’s View of Inbound & Outbound CM
Dialogue
Customer Analytics
Foundation
Interaction
Analytic
Fulfillment
Insight
Interaction Optimizer
INSIGHT ACTION
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12. Overview
How it Works
The Portrait IO Difference
Case Studies
INSIGHT ACTION
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13. Portrait Interaction Optimizer
Convert inbound interactions into revenue & retention opportunity
Portrait Interaction Optimizer is a real-time decisioning solution
ACTION that provides best-next-action recommendations for each
- RECOMMEND
customer, wherever and whenever they choose to interact.
Benefits • Analytically determines the right message
or offer for each customer, at the moment “Inbound marketing
• Improvethe
Improve of interaction techniques have about 10
customer
marketing times the response rate
experience
• Engage customer dialogue across inbound of non-targeted outbound
effectiveness channels campaigns.”
• Boost cross-  Web, IVR, Call Center, Branch, Kiosk, ATM
• Boostretention
sell & • Connect the customer “conversation” across Determining the
departmental all customer touch points Best-Next-Action
• efficiency
Convert cost- • Reach opt-outs and other unreachable Context
centres into
customers
• Improve the
profit centers Cross- Analytic
customer
• Make every agent as good as your best channel Models
experience • Leverages up-to-the-second customer data Customer Busines
Data s Rules
• User interface designed for marketers
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

14. Infuse Customer-centricity into Your CRM Touch Points
The applications
you use today
Made intelligent
Using your own data
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

15. Example: Simple Driven “Real-time” Interaction
CUSTOMER
Contact No Decline
Initiated Thanks & End
Check Update
Order Email
X-sell X-sell
#1 #2
Status
YOUR COMPANY
Context Unknown Provided
Update
Pre-prioritized
prompts ready
RECOMMENDATION: RECOMMENDATION:
1.Sell Product A
2.Sell Product B 1.Sell Product A 1. Sell Product A
3.Sell Product C 2.Sell Product B 2.Sell Product B
3.Sell Product C 3.Sell Product C
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

16. Example: Interaction Powered by Portrait

CUSTOMER
Contact
Initiated Accept Accept
Check Update
Order Email
X-sell X-sell
#1 #2
Status Account
YOUR COMPANY
Context Unknown Provided Updated
No pre-prioritized
prompts exist
“AT THE MOMENT” “AT THE MOMENT”
RECOMMENDATION RECOMMENDATION
1.Sell Matching Prod D Over 65 Super Saver Prg
1. Gather additional info
-- D.O.B.
2. Product A
2.Sell Product H
3.Free VIP Program 3.10% Next Order Disc.
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

17. Fused Inbound/Outbound Marketing Environment
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

18. Deep reporting for performance measurement
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

19. The Portrait Interaction Optimizer Difference
Agility Profitability Continuity
Marketer Ease Decision True
of Use Sophistication Cross-channel
Point & click
Uplift Inbound/
Collaborative
10 Types Outbound
Unified Fusion
Reporting Real-time
Optimize
Speed of Lifetime
Deployment Relationship
Value
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

20. Customer Case Studies
Business Challenge:
Increase customer lifetime value and provide ideal customer
experience by optimizing every contact with mass-affluent customers
Portrait is implemented within Merrill Benefits
Lynch Wealth Management CRM  35% increase in revenues ($$ millions weekly)
(across 4 call centers used by more  55% improvement in client satisfaction
than 700 financial advisors, IVR and  14% improvement in agent productivity
web site).  26% increase in customer retention
 16 week implementation
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

21. Customer Case Studies
Business Challenge:
Improve customer experience and increase product cross-selling
Portrait is implemented across all Benefits
inbound touch points. World’s largest  50% increase in average # of products held
multi-channel implementation of single  40% positive response rate
customer view with intelligent dialogue.  No 1 bank in EMEA for customer satisfaction &
Resulted in major CRM industry awards. advocacy (49% vs. 22% avg.)
Offer Offer
“We have sold tens of 40% 37.5%
Accept
thousands more products Positive
through Portrait.”
-- iCRM Director, Nationwide
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only

22. THE FUTURE OF NORDIC RETAIL BANKING: Business Benefits from CRM
Real-time Interactions Can Change the Game
Sales from 1:1 Marketing
700,000
600,000
500,000
400,000
300,000
200,000
100,000
0
- 7 00/01 - 6 01/02 - 502/03 - 403/04
Years Years Years Years 04/05 05/06 06/07
- 3 Years - 2 Years - 1 Year 07/08
Today
Traditional Direct Marketing Marketing Prompts
Direct Optimized Inbound Dialogue
Real World Results from an Actual PBBI Customer
INSIGHT ACTION
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December 17, 2012 PBBI Internal use only