covestro.com

Digital Customer

Experience Achema

June, 2018

2018-06-12 | Digital Customer Experience | Achema 2018

Digital Transformation „ It is not the strongest of the species that

survives, nor the most intelligent that

survives. It is the one that is the most

adaptable to change.“ Charles Darwin | English Naturalist and Geologist

How many devices did you use 20 years ago?

2018-06-12 | Digital Customer Experience | Achema 2018 2

How did shopping change?

2018-06-12 | Digital Customer Experience | Achema 2018

3

| Digital Customer Experience | Achema 2018 2018-06-12

The worldwide

most valuable

companies during

the period 2008 -

2018 in billion US-

Dollar

[market value]

216

220

227

231

264

298

300

370

424

453

Gazprom

PetroChina

GE

Exxon Mobil

Royal Durch Shell

ICBC

AT&T

P&G

Microsoft

China Mobile

391

392

481

519

521

541

629

691

782

919

Amazon

Alphabet

Microsoft

Apple

J&J

Alibaba

Berkshire H.

JP Morgan

Facebook

Tencent

2008 2018

Quelle: Dr. Holger Schmitz | Netzoekonon.de | Handelsblatt | TU Darmstadt | Ecodynamics.to | Platformeconomy.com 20/01/2018

Platform business models

Linear business models

What does it mean for the industry?

Digitalisation is the key enabler to realise cost efficiencies, increase value and to stay ahead!

Technology

Connectivity

Data

2018-06-12 | Digital Customer Experience | Achema 2018

Moore's law: „The number of transistors

in a dense integrated circuit doubles

approximately every two years.”

114.085 new Iot devices connected during

this 30‘ presentation

New customers

habits 91% mobile contribution to

Singles Day China

2.500.000.000.000.000.000

(2.5 trillions) bytes generated per day

New business

models 8 of 10 of worldwide most valuable

companies are platform business models

New ways of

working Transformation of business processes

5

Digitalisation at Covestro

2018-06-12 | Digital Customer Experience | Achema 2018 6

Digital as enabler to seize opportunities along three dimensions

Digital Operations

Digital Customer

Experience

Digital Business Models

Innovate our

daily business

through cost

efficient processes

Innovate

our

customer

interaction

Innovate how we

generate

revenue & profit

Digitalization driven by mobile, millennials

2018-06-12 | Digital Customer Experience | Achema 2018 7

Digitizing the customer experience is therefore crucial for our future success.

Source:BloomReach

55%

of U.S. online shoppers

search directly on Amazon

71%

… of B2B buyers would

switch suppliers for a

better digital experience Source: McKinsey

73%

… of millennials are

involved in B2B purchase

decision-making Source: Sacunas

Digital Customer Experience „Creation of a modern, seamless, future-proof

digital customer experience across all (digital)

touch-points under consideration of regional

specifics.“ Vision Digital Customer Journey 2017

2018-06-12 9

Digital

Customer

Experience

@ Covestro

Multichannel & Multidevice Product Finder Product Information

Sample inquiry Digital Self Services Digital Customer Support

eOrdering & ERP Link Digital Marketplace Digital Technical Services

Product finder & information

2018-06-12 | Digital Customer Experience | Achema 2018 10

Get the right, tailor-made information and easy access to technical & safety data sheets

Get inspired by application opportunities and use cases

Search products by industries, applications or properties

Product teasers & Minimal Product Detail Page

Download of technical data sheets & safety data sheets

Digital Self Services

2018-06-12 | Digital Customer Experience | Achema 2018 11

Transport & Logistics Safety Services Online | Example: Tank Farm Assessment (TFA)

Direct access to TFA request via platform

Results & safety dashboard online available

Shorter lead time from request to conduct of TFA

Access to safety related knowledge (e.g. minimum safety checklist)

Digital Customer Support

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Multi channel engagement platform to manage service and information inquiries

Chat with Covestro colleagues and receive timely responses

24/7 availability of digital customer support Contact persons that match your needs

Access to expert knowledge

eOrdering & ERP Link

2018-06-12 | Digital Customer Experience | Achema 2018 13

Increasing transparency and transactional efficiency in customer relationships

Simplified ordering process

All order information in one place

Provide track & trace information

Receive important alerts and notifications regarding your order

Digital Marketplace

2018-06-12 | Digital Customer Experience | Achema 2018

Simplifying transactions with innovative buy & sell features tailored to individual customers

Convenient self-service 24/7

Full transparency about your purchasing

Attractive and innovative offers

Flexible delivery at the right time

Welcome Mr. Peters

14

Digital Technical Services

2018-06-12 | Digital Customer Experience | Achema 2018

Digital Technical Services as part of Covestro’s Offering

Combining customers production data & Covestro know how Real time & secure data exchange (IoT)

Instant processing & formulation adjustments Operational efficiency, productivity and cost savings for customers

15

Customer Centricity and agile

work mode „We focus on interaction, customer collaboration

and responding to change“ Agile Manifesto

Aiming at quick results to improve customer value

2018-06-12 | Digital Customer Experience | Achema 2018

Minimum Viable Product (MVP) helps to test and collect feedback

A Minimum Viable Product is a product with just

enough features to satisfy early customers, and to

provide feedback for future product development

Testing product features

with minimal resources

Accelerate learning

Receive feedback from

customers as soon as

possible

Basis for further

product development

Benefits Minimum Viable Product

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Are you interested to be part of the journey?

You are invited to participate in our Customer Experience Board

What is your role in the CX Board?

| Digital Customer Experience | Achema 2018 2018-06-12 18

Get prioritized access to new solutions

Bring in your view and steer the direction

Be part of the digital transformation

Improve your experience working with us

Shape collaboration processes that increase

the efficiency of your daily work with us

• Participate in the Customer

Experience Board

www.cxfactory.covestro.com

covestro.com

Thank you

Forward-looking statements

Covestro AG

Disclaimer

This presentation may contain forward-looking statements based on current assumptions and

forecasts made by Covestro AG.

Various known and unknown risks, uncertainties and other factors could lead to material

differences between the actual future results, financial situation, development or performance of

the company and the estimates given here. These factors include those discussed in Covestro’s

public reports, which are available on the Covestro website at www.covestro.com.

The company assumes no liability whatsoever to update these forward-looking statements or to

adjust them to future events or developments.