1. Understanding theMobile Commerce ExperienceJanet JaiswalSr. Director, Product Marketingjjaiswal@tealeaf.com 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.

2. Real-TimeCustomer Experience Management450+ Enterprise Customers: 30% of the largest online retailers 8 of the 10 largest worldwide banks 4 out 5 of the largest travel consolidatorsWhy?Online customer relationships are builtone experience at a time1 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 3. Select Retail Customers22 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 4. eBusiness Growth Drives CEMOnlineCustomer ExperienceManagementOnline RetailQ1 2011 Y/Y Revenue +12% E-Commerce:Online Buyers +7% Web & Mobile Experience Transactionsper buyer +9% Call Center, PersonalBrick & Mortar Relationship3 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 5. US Mobile Commerce is Expected to Growto $31 Billion by 2016 150% growth rate YOY4 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 6. Mobile ChallengesMany companies lack visibility into the mobile channel Why am I getting negative reviews? What is working and what is not and why? Should I add features or expand to other platforms? Why are conversion rates lower on mobile?55 1999 - 2011 Tealeaf Technology, Inc. All Reserved. Confidential and Proprietary.1999 - 2011 Tealeaf Technology, Inc. All Rights Rights Reserved. Confidential and Proprietary. 7. Users Have High Expectations of Mobile 90% 85% 80% 80% 70% 60% 50%47% 40% 30% 20% 10% 0%Experience on the Experience should be Experience should bephone should be better better than or equal to better than or equal tothan in-storein-storeusing laptop or desktop 6 6Source: 2011 Harris Tealeaf Technology, Inc. All of Mobile Transactions for Tealeaf 1999 - 2011 Interactive Survey Rights Reserved. Confidential and Proprietary. 8. Poor Experience Matters63% of users would be less likely to buyfrom the same company via other purchasechannels (online, in store) if they encountereda mobile transaction problem.84% of users experienced problems whenconducting online transactions on mobiledevices.Source: 2011 Harris Interactive Survey of Mobile Transactions for Tealeaf77 1999 - 2011 Tealeaf Technology, Inc. All Reserved. Confidential and Proprietary.1999 - 2011 Tealeaf Technology, Inc. All Rights Rights Reserved. Confidential and Proprietary. 9. 78% of users whoencounter problemscompleting mobiletransactions share thoseexperiences with others8 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 10. Mobile Commerce Brings New ChallengesThe iPhone app is a joke.I used the mobile site forawhile, it @!%$s so bad.Youre better off using theregular Internet form 40% of Mobile Users Share Bad Experiences via Social MediaHarris Interactive Survey 2011 60% share via in-person conversations with friends and familyHarris Interactive Survey 2011 82% of Online Users report that Social Media comments haveinfluenced their choice of vendor9 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 11. Improvement Is Key Focus AreaOnline, Mobile, Social, Contact Center, Cross-Channel10 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 12. Add the Mobile Channel into your CustomerExperience Competency for:Visibility into user success & failures Detect obstacles or issues without relying on user feedback Understand your mobile usage across the user base, site and apps Identify cause without having to update or re-launch your servicesAcceleration of time-to-market Stop waiting on user feedback before making improvements Rapidly evaluate mobile features adoption, success & failure points Eliminate poor quality to deliver winning mobile servicesMaking the right mobile investments See the actual usage of mobile services rather than the expected Quantify business impact to prioritize decisions: fix, invest, remove11 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 13. Tealeaf CXReal-Time Customer Experience ManagementContact Voice of theMobile Web Customer Center Visibility.Insight. Answers.Real-timeAutomatic RevenueExperience Customer & Experience StruggleImpactReplayRevenue Capture Detection Analysis Recovery(1) Forrester Consulting12 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 14. 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.