DO ALL ROADS LEAD TO YOUR BRAND? Customers embark on varied journeys with your brand. And each one is unique, with its own set of changing expectations and unpredictable demands.

MAKE EVERY INTERACTION COUNT Every time they interact with your brand, they cross a milestone in their journey. It’s either the point of no return or the beginning of a long-lasting and profitable relationship.

NBA THE NEXT BIG THING IN CX Adopting an agile platform to deliver Next Best Actions (NBA) is therefore crucial to every enterprise in order to stay ahead of the customer experience curve in the digital era

RANDOM EXPERIENCE Inconsistent Unintentional CONSISTENT EXPERIENCE Consistent Intentional Not Differentiated Not Valuable DIFFERENTIATED CUSTOMER EXPERIENCE Personalized and Consistent Intentional and Differentiated Valuable and Compelling Emotionally-Engaging

ServEngage TRANSFORMING CUSTOMER ENGAGEMENT THROUGH DELIGHTFUL JOURNEY EXPERIENCE POWERED BY ENLIVEN ©

ServEngage Agile digital platform to transform your customer journeys in real-time Dynamic Next Best Actions through prescriptive, predictive and heuristic analytics A 360-degree view of how customers interact with you – across all channels

Laying Foundation: Strategy, Plans, and Alignment Experience Design: Build the CX & NBA models Deliver CX: Analytics and best practices through NBA CX Differentiation: Maintaining and Optimizing CX & NBA

TRANSFORMING, NOT JUST IMPROVING CUSTOMER JOURNEY EXPERIENCE CRM Contact Centre Interaction Feedback and Response Website / Mobile Ticketing System ( GDS) INTELLIGENCE Profile Interaction Transaction Customer information enriched Website SMS Contact Center Mobile App DELIVERING NBA AT RELEVANT TOUCH POINT Proactive Issue Resolution Product Fitment Guidance Personalized Engagement Modeling Loyalty Targeted Campaigns Customer View of Each Customer Profile Association to LOBs & Social Circles

UNLEASH THE POWER OF ServEngage Interaction / Experience Analytics Predictive modeling Interactive reporting Correlation of Events Next Best Action Omnichannel, Social, Cross channel correlation Customer Experience journey insights Collaboration Analytics Return on Investment Traffic Analysis Capacity Analysis Asset Utilization Adoption Index Service Experience Contact Center Analytics Productivity and Efficiency Speech and Sentiment Analysis Workforce optimization Business Process Adherence Net Promoter Score (NPS) Social Media Strategy Design and Execution Listening & Monitoring Tracking & Evaluating Customer Sentiments

ServEngage POWER OF TRANSFORMATION Continuous monitoring of business /operational metrics Configurable contextual and predictive analytics 360 degree-driven NBAs Proactive churn management, cross-sell and upsell opportunity identification Understand customer volume and profiles to target relevant privileges and offers

CX AND NBA GOING ABOVE AND BEYOND End to end problem resolution; not mere insights Uncover areas of opportunity; harness the unknown Leverage Servion’s Consulting services that de-construct customer pain points across the journey Engagement with relevant business stakeholders to build consensus and solve these problems Harness Servion’s Digital Solutions and Services, Managed Services, and Product Engineering services

TWO DECADES OF EXPERIENCE IN CUSTOMER INTERACTION MANAGEMENT OVER 10 BILLION INTERACTIONS MANAGED EVERY YEAR FOR GLOBAL CLIENTS OVER 600 CLIENTS ACROSS 60 COUNTRIES