Innovative content & language solutions: Transforming digital ecosystems to meet evolving customer needs GALA 2018

Shannon Zimmerman Executive Vice President of Global Content & Language Solutions at AMPLEXOR Co-founded Sajan in 1997 Over 20 years of experience in information technology and localization Background in technology and enterprise business solutions Led technology-focused, strategic business initiatives within telecommunications, health care, manufacturing and service industries AMPLEXOR: HQ in Luxembourg, growing since its foundation in 1987, presence in over 23 countries

At A Glance Traditional Customers, Traditional Expectations OVERVIEW Traditional Customers, Traditional Expectations We are a leading digital solutions provider offering global compliance, digital experience and content solutions. Globalization of Information Impacting Customer & Company Behavior The Way Forward: End-to-end Content-Management, Translation & Digital Experience Solutions Harnessing the Power of Breakthrough Technology

Traditional Customers With Traditional Expectations Used to serving buyers with siloed needs centered on three pillars of content globalization Cost ——— Examples: Procurement Manager Purchasing Director Quality ——— Examples: Technical Writer Regulatory Affairs Director Turnaround Time ——— Examples: Technical Writer Regulatory Affairs Director

Globalization of Information Impacting Customer Behavior Customers, stakeholders and employees are digitally connected & demand instant, omni-channel information The global population is more connected than ever 2017 3.8 BILLION Internet users +10% YoY 2.8 BILLION Social media users +21% YoY 4.9 BILLION Unique mobile users +5% YoY 2018 Changing the way customers want to interact with businesses 50% Of customer-support agent interactions will be influenced by real-time analytics 3 out of 4 customer communications will be contextualized & consumed in digital channels 2019 +12 Average number of unique communication channels will be used to engage the customer Customer support requests through consumer mobile messaging applications will exceed traditional social media channels 2020 10% of B2C first-level engagement requests taken by virtual customer assistants, up from <1% today 20% of large enterprises will incorporate augmented, virtual and mixed reality solutions into their digital transformation strategies

New Customer Expectations Impact How Businesses Deliver Content Companies must cater to end-user expectations at an international scale to survive in a hyper-competitive environment. Offer content in a range of advanced, innovative formats to support end-to-end communication touchpoints Multi-media, media-rich assets Augmented Reality (AR) & Virtual Reality (VR) Digital networks & social platforms Applications

New Customer Expectations Impact How Businesses Deliver Content Companies must cater to end-user expectations at an international scale to survive in a hyper-competitive environment. Information delivered in these formats must be Translated Localized Accessible

The Way Forward Look at the bigger picture to add value Enable a holistic approach to content globalization, content management and digital experience Look at the bigger picture to add value Understand end-to-end needs across business functions, processes, channels, touchpoints, geographies and cultures Evolve from “product information management” to “product information intelligence” Not meeting siloed needs with siloed solutions – rather, supporting complex, digital-content ecosystems Leverage a flexible, modular continuum of solutions that can integrate in customized configurations

Example of a Strategic, End-to-End Solution Designing a solution to support a top fitness company’s digital-content ecosystem Customer Challenge ORIGINAL REQUEST Localize website BIGGER PICTURE Website not localized Outdated, in-house CMS = poor digital experience Lack ability to execute multilingual marketing campaigns for international target audiences Holistic Solution Redesign / webmaster CMS Implement centralized translation program (TMS + services) Integrate CMS and TMS using connectors Manage multilingual, digital marketing Result Transformed end-to-end, digital content ecosystem with integrated solutions Better website design improves customer / digital experience Translation centralization improves translation quality, cost and turnaround Website localization makes message accessible for international audiences Multilingual marketing campaigns generate international leads

Harnessing the Power of Break-Through Technology ——— Applying Artificial Intelligence (AI) to Content, Results in Content Intelligence (CI) CI enables us to serve customers better than ever before by increasing efficiency across channels and touchpoints without compromising quality and allowing us to address specific, complex challenges.

Neural Machine Translation ——— Customer Benefit Real-time communication Improving customer experience Reduces post-editing time / cost in a translation program

Content & Data Smartening / Enrichment ——— Customer Benefit Transforms random content into structured, contextualized, enriched information Makes it easier to find relevant content and glean insights from that content

Media to Text ——— Customer Benefit Increases efficiency by automatically converting media-rich assets (video, speech, etc.) into accurate text-based content

Augmented Reality ——— Customer Benefit Increases efficiency by enabling content to instantly appear / overlay on a real-life scenario simply by looking through smart glasses or mobile devices

Driving Innovation in Your Organization To remain competitive and meet customers’ needs in today’s market, you must prioritize innovation. You must invest in the right talent and create competence centers that are dedicated to innovating and developing “smart” products and solutions.

? Given your experience and company’s situation, how would you approach implementing advanced end-to-end solutions for your customers? If you have already started supporting customers with such solutions, do you have additional insights to share?

Thank you for your time. Shannon Zimmerman EVP Global Content & Language Solutions +1 715.426.9505 Shannon.Zimmerman@amplexor.com