Sept 23, 2014

© 2014 Sutherland Global Services 2  Traditional Marketing Analytics Solution  Challenges/Opportunities in Today’s Environment  Integrated Voice of the Customer - Solution Overview  Panel Discussion: Examples/Lessons Learned

© 2014 Sutherland Global Services 3 Campaign ROI Calculator Customer Data Sets Geographical Demographic Products Behavioral Modeling Cube - Response Models Refinement Segmentation Targeted Clients Cross ‐ selling Strategy Tracking, Monitoring and Data Enhancement Data Cleaning Demographics Transactions Data Customer Service Campaign Data Retention Insights Campaign Inbound Outbound Sales Channel Campaign Management Web Chat Retention Conversion Example

© 2014 Sutherland Global Services 4 Insists on choosing time, “place,” and content of interaction Expects intimate customer knowledge from every touch point, every time Complains and shares ideas on social media – expects response/action Physical location is available and matters Desire to transform customer service functions from cost centers to profit centers. Selling no longer limited to campaigns or dedicated sales functions. Seeks business/marketing/product/brand insights from all direct customer interactions, as well as social media

© 2014 Sutherland Global Services 5 Basic Internal Data Customer DNA Customer Data Product Data CRM and Contact Center Data Survey Data Advanced Internal Data Digital Behavior Clickstream behavior Mobile interaction Demographic Appended Data Customer Geo Coding External Data 3 rd Party Local Geo Economic Indicators Store Location Mapping Product and Pricing Comparison External Data Web Scraped Social Media Sentiment Data External Data Social Media DATA ECOSYSTEM STATIC AND DYNAMIC ANALYTICS ENGINE Contact Center (call, chat, ) Social Media Engagement Physical Frontline Personnel Customer Touch Point Functions