Customers' expectations are changing. Companies' systems are changing. How can you engage and retain customers in such a complex environment? By Simplifying, Optimizing and Securing every communication. This presentation will show how your company can create a "Communication Hub" that will unify communications across business units; create highly personalized documents for customers, and partners; and deliver your message in the manner that the stakeholder chooses- be it paper, email or social media. By using the Communication Hub strategy, you can economically add sophistication, customization and flexibility to your communications, while also making document production simpler, more reliable, and more secure. Choose to attend this session and choose to Optimize every Customer Contact.

1. Simplify, Optimize and Secure every Stakeholder Communication Lessons for Successful Customer Communications Management Lorne Gladstone , Managing Partner, Centtric lgladstone@centtric.com

2. Challenges “ CMOs in the most successful enterprises are focusing on relationships, not just transactions. They are using data to stimulate interest in their organizations’ offerings and form bonds with customers to a much greater extent than their peers in less successful enterprises .” *IBM – Insights from the Global CMO Study, 2011

3. More Challenges A consumer products CMO in Singapore commented, “The perfect solution is to serve each consumer individually. The problem? There are 7 billion of them.” *IBM – Insights from the Global CMO Study, 2011

4. Even More Challenges % of CMOs reporting unpreparedness: *IBM – Insights from the Global CMO Study, 2011

14. From opportunity to strategy One ring to rule them all. thing Customer Communications Management

15. Facilitating CCM

18. Facilitating CCM

21. Facilitating CCM

24. Secure: Hybrid signature ! + Cannot be printed Too slow for business Best of both worlds

25. Example: Original Countersigned

26. Automated comparison