Work with team to develop a playbook. Choose and altered images, copywrite in voice, develop strategy.

1. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
2018
Sales Plays.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

2. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Use a blend of virtual agents and
human agents to create amazing
customer experiences
We help companies who want to …
Optimize their contact centers
through automation and artificial
intelligence
Enhance their mobile customer
service experience
Uncover customer insights to
improve decision making
Protect their brand through early
identification and smooth
management of crises

3. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
1. Blend human and virtual agents to improve CX
2. Optimize the contact center through automation
3. Improve mobile customer service experiences
4. Improve decisions through better insights
5. Avoid and handle brand crises
2018 Campaigns.
3

4. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
1—Blend human
and virtual
agents to
improve CX.

5. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Use Cases and Personas.
Use Cases: Personas:
• Deliver fast, accurate, always-on answers
that are consistent across channels and
devices
• Reduce per-contact cost (virtual agent
interactions are cheaper than phone, email,
etc)
• Supplement current service staff/reduce wait
times
• Provide conversational commerce through
mobile apps and messengers
• Customer Service
• Customer Experience
• Social Media
• Web/Digital
• IT
• Marketing

6. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
78% of customers
prefer to answer
their own
questions via self
service.
6

7. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
53% said they are more
likely to do business
with a brand they could
message directly.
7

8. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
40% of customers who
contact customer
service agents first
attempted to use self-
service.
8

9. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
We can help.
9
Provide quick, conversational,
always-on answers.
Meet customer response
expectations.
Optimize responses across
all channels.
Seamless escalation with
in-context guidance.

10. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
ROI/Benefits.
10
Faster response times serves
more customers.
80%+ reduction in
email volume.
Reduced costs from
contact deflection.

11. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
• 80% of interactions with the App utilize Knowledge self-
service (most widely used part of the App)
• Rapid deployment through automated
Knowledge collection
• 100% ROI within the first month of deployment
Case Study: Ford.
11

12. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
• 80% reduction in Email alone
• Self-service was up and running within one month
of project start for first site
• Virtual Agents answered over million questions each
year for L’Oréal covering 18 different branded
websites
Case Study: L’Oréal.
12

13. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
2—Optimize the
contact center
through
automation.

14. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Use Cases and Personas.
Use Cases: Personas:
• Reducing training efforts and providing
consistency by having information at the
fingertips of their agents
• Improving handle time and first
call resolution
• Having automation in their CRM for
consistency and efficiency as well as
improving agent experience
• Providing agent guidance to improve quality
and consistency
• Consumer Relations/Risk Management
• Contact Center Management
• Customer Service
• Customer Experience

15. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
71% of agents have
trouble resolving issues
due to complicated
systems and
inefficient tools.
15
(ICMI)

16. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Companies that
optimize agent desktop
efficiency improve
customer retention by
44% and positive word-
of-mouth by 70%.
16
(Aberdeen)

17. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
How we can help.
17
A single streamlined
interface.
Automation of
repetitive tasks..
Social
monitoring integration.
Built-in agent
knowledgebase.
Advanced fulfillment
capabilities.
In-context guidance.
Integration to critical
business systems.
Self-service for volume
deflection.

18. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
ROI/Benefits.
18
60% gains in efficiency. 50% reduction in agent training
time.
30% reduction in fulfillment
processing time.
Increased customer and agent
retention and happiness.

19. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
The Challenge: The Solution: The Results:
Empowering a small consumer
affairs team to handle a
growing audience.
Integrated CRM and social software
with
customized filters.
Improved response time and
consumer engagement.
The global leader in flavor was
looking for a CRM that was both
simple and flexible, and could keep
pace with its ever-growing brand
portfolio.
• 100,000 cases annually
• Both English & French
• 1.8M Facebook fans
• 5.6K Twitter followers
• Custom tags within Social help filter
relevant, serviceable consumer
commentary from their 8 social
media accounts. The time it takes to resolve a
case has been reduced by
over half.
Case Study: McCormick & Co.
19
58%

20. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Case Study: Darden Restaurants.
20
The Challenge: The Solution: The Results:
Managing a 20% increase in contact
center volume.
Efficiently capturing voice of
customer insights.
Improved response time leads to a
lasting, expanded relationship.
• After Olive Garden launched a web-
based customer comment form for
their 500-location network, the
brand experienced a 20% increase
in contact
center volume
• Gathering these insights required
tedious manual processing, so
Darden leadership called on Astute
to help improve the efficiency of
their data
collection capabilities
• Integrated customer feedback loop
allows the brand to continually
capture
important information
• Easy-to-configure “threshold” alerts
provide faster notifications of
potential threats and trends.
Enhanced work environment:
• Reduction in agent turnover
• Happier, more productive
workplace due to easy-to-
learn software.
• Built-in reporting capabilities allows
the guest relations
team to focus on analyzing
data rather than building reports

21. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
3—Improve mobile
customer service
experiences.

22. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Use Cases and Personas.
Use Cases: Personas:
• Engage with users on mobile apps and
messengers with personalized
recommendations for products and promos
• Make sure that users looking for service on
mobile apps are provided with an instant,
direct and simple experience
• Proactively engage users based on prior
behavior or preferences
• Provide automated mobile service where
possible and desired by their customers
• Customer Experience
• Web/Digital
• IT
• Marketing

23. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
87% of Millennials use
between two and three
tech devices at least
once on a daily basis,
and 53% of Millennials
would rather lose their
sense of smell than
their technology.
23
(Forbes & Socialnomics)

24. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
82% of smartphone
users use their
devices for research
before making
in-store purchases.
24
(Dynamic Yield)

25. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Easy access to
information via mobile
has increased the
number of brands
consumers consider by
more
than 30%.
25
(McKinsey)

26. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
How we can help.
26
Deliver personalized and
simplified interactions.
Provide self-service options on
popular channels.
Support a rich
mobile experience.

27. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
ROI/Benefits.
27
Engaging customers on mobile
will result in higher customer
loyalty/lower customer churn.
Create differentiation for your
brand by being on the most
popular channels.
Provide unique experiences that
get your customers sharing with
their networks.

28. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
• 70% of users in the app use Guides section, fueled by
knowledgebase
• 86% of member questions are answered via this
integration. (14% access live Guides)
• 100% ROI within the first month of deployment
Case Study: Ford.
28

29. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
• Domino’s worked to build a Twitter connector to support
order-by-tweet functionality
• Now an “I want my pizza” tweet pings a
customer’s profile for pizza delivery)
Case Study: Domino’s.
29

30. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
• Integrated ePowerCenter into the McCafe Rewards
Program, which is the largest loyalty drink program in
the world
• Connected the contact center with the app, to automate
this manual process and allow agents to process
information within ePowerCenter
• Since rolling out the pilot, they’ve rewarded over 1,000
“punches” to date
Case Study: McDonald’s.
30

31. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
4—Improve
decisions
through better
insights.

32. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Use Cases and Personas.
Use Cases: Personas:
• Understand reasons for and trends around
product returns
• Collect and use self-service information to
understand where consumers have
questions/are confused
• Automate QA of CRM data to increase
efficiency and improve overall coverage
• Use customer data to understand changing
expectations to improve overall experience
• Track goodwill use to prevent fraud and to
enable recoupment of unused goodwill
• Marketing
• Customer Service
• Consumer Relations/Risk Management
• Customer Experience
• Social Media
• Web/Digital

33. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
While 74% of firms say
they want to be “data-
driven,” only 29% say
they are good at
connecting analytics
to action.
33
(Forrester)

34. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
85% of companies are
not satisfied with their
ability to use data to
make informed
decisions
when managing
customer
conversations.
34
(Aberdeen)

35. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Top performing firms are 92%
more likely than all others to use
an automated process to
integrate feedback and
sentiment data captured across
multiple channels within their
CRM and are 30% more likely to
focus on building a unified, 360-
degree view of customer data
across all enterprise systems.
35
(Aberdeen)

36. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
How we can help.
36
Collect accurate, relevant
customer data in an
organized way.
Discover timely, actionable
insights across interactions.
Quickly QA 100% of data.

37. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
ROI/Benefits.
37
Revenue growth by developing
stronger brand loyalty and higher
revenue.
Cost savings by uncovering
problems that may be costing
you money.
Mitigate risk by using set of
indicators across channels.

38. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Case Study: Bath & Body Works.
38
The Challenge: The Solution: The Results:
Gaining a 360-degree view
of consumer.
Empowering agents and store clerks
with ePowerCenter CRM with Agent
Assist.
Understanding the correlation
between consumer engagement and
profitability.
• Bath & Body Works was looking to
align with the customer proposition
and the value they bring to the
customer
• They were looking to solve a
customer’s question or problem
immediately on first contact
• They selected ePowerCenter and
Agent Assist
• 50% reduction in seasonal
associate training time
• 33% reduction in average handling
time
• 41% reduction in supervisory
assistance calls and escalations
• 68% reduction in hold time

39. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Case Study: British Airways.
39
The Challenge: The Solution: The Results:
Empowering a small consumer affairs
team to handle a
growing audience.
Integrated CRM and social
software with
customized filters.
Global consumer relations program takes
off.
In 2003, BA launched a global
customer relations initiative aimed at
overhauling its technology
infrastructure and service process.
• The existing processes were
complicated and lengthy
• Multiple customer databases were
being created across the airline
• It was not possible to report on
company-wide service failures
Phase 1: Astute rolled out
ePowerCenter across key
locations within nine months,
replacing 11 non-
integrated systems.
Phase 2: Astute developed a
passenger compensation solution
for use across the BA airport
network, in partnership
with Travelex.
• A unified, highly scalable solution
handles over 1m interactions per yr
• New comp solution via comp card,
usable at thousands of ATM or pos
locations worldwide
• Claims and other complex processes
completed in 1 hour or less – an
efficiency gain exceeding 1000%
• Real-time visibility into
passenger experiences

40. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Q1 Campaign Execution Plan.
Lead Generation: Corporate Marketing:
Email Campaign Content
• Forrester Report: Turn Data Into Insights
SEO/PPC/PPL
• PPC AdWords and Brandpoint Social Role
Campaign
• CRM Data QA blog
Webinars
• Better Data, Better Insights
• Automate QA with Verbatim
PR
• Forrester: AI Can Disrupt the Future of Feedback if
You Let It (Inquiry call: Maxie Schmidt)
• Forrester: Now Tech: Text Analytics Platforms
Product/Feature Launches
• Tableau
Enablement
• Campaign Certification Program
• Sales Deck
• Impact Demo
• BDR/Sales Scripts

41. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
5—Avoid and
handle brand
crises.

42. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Use Cases and Personas.
Use Cases: Personas:
• Have systems in place to provide early
warning when a crisis is in early stages so
they have as much time as possible to react
• Quickly adapt workflows, systems and
reporting to address a rising crisis
• Ensure agents are prepared and able to
handle the influx of calls associated with a
crisis.
• Gather the right information and provide
insights back into the company during/after a
crisis to resolve and reduce risk going
forward
• Consumer Relations/Risk Management
• Marketing
• Social Media
• Customer Experience

43. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
59% of business
decision makers have
experienced a crisis in
their current or previous
company, and 79%
believe they are only 12
months from a
potential crisis.
43
(ODM Group)

44. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Negative social media
attention has damaged
the reputations of 26%
of brands, 15% have
lost customers, and 11%
have lost revenue.
44
(Social Media Marketing University)

45. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
How we can help.
45
Reputation management,
including threshold reporting.
Ability to configure system
without engaging IT.
Simplified communications with
automated emails.
Identify social media insights.

46. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
ROI/Benefits.
46
Save > $5M in direct costs. Identify influencers within
3 minutes.
Takes less than 30 minutes to
configure system to handle recall
traffic.

47. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Case Study: Darden Restaurants.
47
The Challenge: The Solution: The Results:
Managing a 20% increase in contact
center volume.
Efficiently capturing voice of
customer insights.
Improved response time leads and
able to avert crisis.
• After Olive Garden launched a
web-based customer comment
form for their 500-location network,
the brand experienced a 20%
increase in contact
center volume
• Gathering these insights required
tedious manual processing, so
Darden leadership called on Astute
to help improve the efficiency of
their data
collection capabilities
• Integrated customer feedback loop
allows the brand to continually
capture
important information
• Easy-to-configure “threshold” alerts
provide faster notifications of
potential threats and trends
• ePowerCenter’s automation
technology and integrated interface
improved Olive Garden’s email
response time by 400%
• Used ePowerCenter to
communicate apology with
customers en masse after
commercial ran during controversial
TV spot. By knowing there was a
trending topic quickly, they were
able to intervene & minimize
brand damage

48. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Case Study: British Airways.
48
The Challenge: The Solution: The Results:
Empowering a small consumer affairs
team to handle a
growing audience.
Integrated CRM and social
software with
customized filters.
Global consumer relations program takes
off.
In 2003, BA launched a global
customer relations initiative aimed at
overhauling its technology
infrastructure and service process.
• The existing processes were
complicated and lengthy
• Multiple customer databases were
being created across the airline
• It was not possible to report on
company-wide service failures
Phase 1: Astute rolled out
ePowerCenter across key
locations within nine months,
replacing 11 non-
integrated systems.
Phase 2: Astute developed a
passenger compensation solution
for use across the BA airport
network, in partnership
with Travelex.
• A unified, highly scalable solution
handles over 1m interactions per yr
• New comp solution via comp card,
usable at thousands of ATM or pos
locations worldwide
• Claims and other complex processes
completed in 1 hour or less – an
efficiency gain exceeding 1000%
• Real-time visibility into
passenger experiences

49. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Thank you.