Learn how to create, personalize, and deliver customer communications that meet increased customer expectations and foster growth by empowering business users to create the communications, thus freeing up the IT department to focus on other priorities. Learn about the importance of omni-channel delivery and why letting customers choose their preferred communications channel(s) can impact loyalty and retention.

1. The Devil is in the Details:
Creating a Personalized Customer Experience
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

2. Key Takeaways
• Shift in customer expectations
• Creating and delivering
enriched communications
• Impact of Omni-channel on
customer loyalty• - aff
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

3. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
What Is Customer
Engagement?
Emotional Connection
Between Your Customers
and Your Company
#thecxfactor

4. Optional Slides Follow
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
23
30
2
% profitability improvement
% increase in spending
% retention = 10% cost decrease
#thecxfactor

5. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Rise of the 24/7
Customer
We are now living in an
"always-on” world ruled
by the mobile experience
#thecxfactor

6. Optional Slides Follow
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
60
45
% have higher expectations of
customer service in last 12 months
% say companies lack of interest in
customer sat is the biggest obstacle
#thecxfactor

7. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
#thecxfactor

8. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Rethink Your
Business• ff
#thecxfactor

9. Beat the
Distraction
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
#thecxfactor

10. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Companies need to
start adapting
Stay relevant or fall
behind the competition
#thecxfactor

11. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
5
65
5
% increase in customer retention
increases profits by 25%-95%
% of business comes from existing
customers
X more to attract a new customer
than to keep an existing one#thecxfactor

12. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Make it
Personal!
#thecxfactor

13. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Tailor your
communications
The more you know,
the more you can
connect on a deeper
level…
#thecxfactor

14. Get the
Right Tools
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
#thecxfactor

15. Leverage your
existing infrastructure
A good CCM platform
integrates with your
enterprise core system
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
#thecxfactor

16. Improve efficiency
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Reduce the number
of documents in your
systems
#thecxfactor

17. Cut IT some slack
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Empower your business
users to create and edit
templates and documents
#thecxfactor

18. Where They Want!
When They Want!
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Know the right channel,
the right timing, &
the right messaging
#thecxfactor

19. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Bringing It
All Together
#thecxfactor

20. 2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Creating a Personalized Customer Experience
CCM Tools Beat the
Distractions
Omni-ChannelPersonalizeRethink Your
Business
#thecxfactor

21. Q&A
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.

22. For more info:
www.xpertdoc.com/xplor-contact
www.Xpertdoc.com
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
David Squibb
Chief Sales & Marketing Officer
P: 1-866-961-9111
E: Sales@Xpertdoc.com
Twitter: @David_Squibb
#thecxfactor