October 2014 | neosperience.com | info@neosperience.com

The Digital Customer Experience

Neosperience Showcase - http://vimeo.com/neosperience/showcase

Neosperience Demo - http://vimeo.com/neosperience/demo

Neosperience is the first digital platformthat helps organizations continuously connect to customers

at every touchpoint of the customer experience lifecycle.

Neosperience is the first digital platformthat helps organizations continuously connect to customers

at every touchpoint of the customer experience lifecycle.

A set of reliable and proven modules that allows your customerto experience the best digital relationship with you across smartphone

and tablet, computer, smart TV, connected objects, and physical stores.

Insight & Analytics

DigitalShowroom

SmartCommerce

Right-Time Personalization

CustomerGenerator

Product Discoverer

PlaceExplorer

Customer Assistant Gamification

Neosperience at a Glance

•  BSi •  Benetton •  Carpigiani •  H3G • Mattel •  Prada •  Telecom Italia •  Versace •  Vodafone

•  N.1 in Digital Customer Experience •  Partners in GCC, Europe, US & LatAm

•  Customer Engagement - Social •  Customer Proximity Detection

in-store, client telling •  Personalization of promotions

& product catalog •  Analytics

•  Product fully based on social and

cloud platforms •  40% of Revenues invested in R&D •  Neosperience modules fully in Java

and native iOS and Android •  Committed to four new releases

a year

Excellence & Partner Ecosystem Culture

Strong Customer Base

Full Customer Engagement

Mobile Solution Commitment to

Product Development

•  2013 Financials 5.4MUSD Revenue & 1MUSD Gross Profit, >25% growth year on year

•  40 Employees •  ISO 9001 Certification

Continued Profitable Growth

•  2013 Gartner Cool Vendor •  2012 Gartner Magic Quadrant mention •  Key Players in Vendor Landscape for Mobile •  2013 Red Herring Top 100 Global Winner •  2012 Red Herring Top 100 Europe Winner

Industry Recognition

Neosperience Best-in-class Customers

Fashion, Luxury and Beauty

Financial Services, Real Estate, Transportation and Public Sector

Communications, Media and Services

Consumer Goods, Retail and Distribution

Showcase and Selected Case Studies

http://vimeo.com/neosperience/showcase Neosperience showcase

Selected case studies

iMisaIndicod-ECR_GS1 Mattel - demoMiu_Miu

Acqua&Sapone - demoAuchanBenetton - Apple case studyBenetton_Art_ExperienceBSI

Caisse_d_EpargneCarpigiani - demo: b2b, b2cCarrefour ENIEurop_Assistance

SAF - demoVersaceZegna - demo

Flexform H3Gilly

MontblancPrada - demoLaRinascente - demo

Neos works with Nokia and Orange and creates Neosperience, the first cross-smartphone mobile platform.

Neosperience is chosen by Oracle to deliver their first mobile CRM products: SJ (Swedish Rail) wins the prestigious Gartner CRM global award, with Caisse d’Epargne and Carrefour. ISO 9001 quality certification is achieved.

Neosperience is featured among the most relevant emerging app platforms at the Barcelona Global Gartner Symposium.

Gartner names Neosperience Cool Vendor 2013 “after having conducted an in-depth research on the capabilities and value Neosperience provides to customers”.Neosperience wins Red Herring Top 100 Global “as a unique and promising company for its technology innovation, quality of management, financial performance, execution of strategy, and disruption”.

Neosperience powers more than 30 apps at the launch of the iPhone 3G for major media groups across Europe, US and Latin America. After a deep technical

due diligence Walt Disney chooses Neosperience to power its digital publishing project for tablets.

Neosperience wins the prestigious Red Herring Top 100 Europe Award

We’ve entered the Age of the Customer — an Era Wherea Focus on Customers Matters More than any Other Strategic Imperative Customers’ perceptions have a profound impact on business metrics ranging from brand equity and customer loyalty to increased revenue and cost savings.

Good customer experience — the perception people have of their interactions with your organization — keeps them coming back again and again and is the most critical differentiator.

Customers are dazzled by digital experiences that are enjoyable, innovative, and contextual. How are you going to keep up?

Neosperience helps organizations deliver continuously evolving experiences in the age of the customer, and manage these solutions. We help in defining the best use cases, business value, and outlook for the most relevant technologies that compromise the core digital customer experience technologies, to deliver an immediate and long lasting business benefit.

The Age of the Customer

“There are going to be seven billion smartphones in everybody’s hands in the next five years. Now, everybody is a digital customer, so doing things digitally is no longer a niche. Doing things digitally is how the entire world communicates.” - Angela Ahrendts, former Burberry’s CEO, Head of Retail Apple since mid-2014

Neosperience Customer Journey Optimization

VISITOR LEAD CUSTOMER ADVOCATE

ATTRACT CONVERT SELL DELIGHT

FIND YOU EVALUATE YOU CHOOSE YOU LOVE YOU

Mobile changed everything and your customers are everywhere. Are you?We believe that it is now essential to connect to your customers in a whole new way and meet their expectations by delivering them heightened digital experiences anytime, anywhere, personal, and simple

1 Now • Your customers want an experience, not a product.

• They want to be engaged and share their experiencein real-time with other people and receive feedback.

• They want to be provided with a real-time, connected global marketplace — in which they can interact with other people and you — with any of their devices, starting from smartphone and tablet.

2 For them • They want to receive personalized content and benefits.

• They expect they can go direct with your business.

• They expect to live a purchase experience which resonates the behavior of the elite of society prior to the Industrial Revolution, moving beyond outdatedone-size-fits-all and mass customization model.

3 Their own way • They want you to deliver support online or in-store. Set up

an appointment with a store assistant as they like.

• They want to visit your store digitally, and discover your products as if they were physically there, with any of their devices.

• They want to locate the closest point of sales/service, know when it's open, be guided there.

4 Easy • They want to do all these things easily and with any of their

devices, seamlessly syncing their digital experience through their personal cloud.

Neosperience Demo - http://vimeo.com/neosperience/digitalcarshowroom

Neosperience Demo - http://vimeo.com/neosperience/demo

Three Ways to Meet Your Customers’ Expectations

1 Custom App development

+ Tailor made solution, built on specific organization needs

- Need to dedicate internal skilled resources

- High risk due to native development complexity and no evolution path

- Lock-in of dedicated support needed from developer after initial release

- Headache of OS-dependent updates (iOS, Android, Windows Phone, HTML5, Web)

- App features misalignment across the different platforms

2 Dedicated products integration

+ Optimal feature-by-feature implementation

- Need to dedicate internal skilled resources and implement a long dedicated project

- High cost: every technology component has to be individually licensed from different vendors, integrated and maintained, with expensive system integration activities

- Limited interoperability across vendors due to immature mobile market

- Distributed responsibility among different vendors = no responsibility

3 Neosperience

+ Deployed in hours, flexible, reliable and easily customized to specific organization needs

+ Safe and robust evolution path, constantly evolving with new features

+ Low risk, low maintenance, no need to dedicate internal resources

+ Delivered as-a-platform, cloud-based, scalable, Cap-Ex free and fully outsourced

+ Enterprise grade, built on a certified experience in 5 years of Fortune 500 customers’ successes

+ Natively compatible across platforms: iOS, Android, Windows Phone, HTML5, Web

Neosperience Digital Customer Experience Model

• Neosperience recommends taking the following three-steps to shape Digital Customer Experience strategy:

1. Determine customer engagement use cases, starting from the blended digital / in-store project in scope

2. Plan for evaluation, integration and evolution

3. Identify and prioritize further implementations based on verified use cases

Engage

How can we engage (more) customers faster?

Who are we engaging, where and why?

How can we get smarter about digital customer experience?

Optimize GrowHow can we operate in

real-time and ensure minimum workload?

How can we scale?

Engage

Neosperience Digital Customer Experience Model

Grow

Optimize

Inbound-marketingto generate demand

Engaging content & services

Self-sustaining formats Be found by customers

from all channels

Engage Personalized advice

and inspiration Right content where

and when it matters most Expedite engagement

process

Engage

Sell More Grow faster

Acquire customer anywhere, with all

channels

Tune foundation

Implement customer DB & CRM

Audience& Targeting

Identify & target customer segments Engage influencers

Integrate targeting via CRM & Analytics

Acquire customers From attracting visitors to point

of sales, to closing customers, generating

more revenues

Neosperience Digital Customer Experience Model

Grow

Optimize

Inbound-marketingto generate demand

Engaging content & services

Self-sustaining formats Be found by customers

from all channels

Engage Personalized advice

and inspiration Right content where

and when it matters most Expedite engagement

process

Inbound-marketingto generate demand

Engaging content & services

Self-sustaining formats Be found by customers

from all channels

Engage Personalized advice

and inspiration Right content where

and when it matters most Expedite engagement

process

Grow

Engage

Optimize

Acquire customers From attracting visitors to point

of sales, to closing customers, generating

more revenues

Sell More Grow faster

Acquire customer anywhere, with all

channels

Tune foundation

Implement customer DB & CRM

Audience& Targeting

Identify & target customer segments Engage influencers

Integrate targeting via CRM & Analytics

Workflow Product & promotion

calendars Streamline approval

process Source & manage

App strategy

Delivery Ensure compliance Scale technology Legal approvals

Neosperience Digital Customer Experience Model

Neosperience optimizes digital customer experiences thanks to a 4-tier platform with open APIs that targets smartphones, tablets, TVs and the web API-enabled flexibility allows organizations to better deploy and continuously update their digital customer experiences, adapt to both legacy systems and rapid change, and scale up to deliver great performance to client devices, which then dynamically compose these capabilities in near real time to create an outstanding user experience. The four layers are:

1. Natively-built client apps focus on unique device capabilities;

2. A delivery tier covers the last wireless mile;

3. An aggregation tier integrates services;

4. A service tier encapsulates local and remote services (also legacy systems).

This loose coupling of services and tiers, our deployment model as-a-Service, and dynamically composed services will drive contextual experiences.

Atomized development via our four-tier architecture will show the strengths of a flexible service aggregation that will generate solid benefits after the customer-facing app launch, such as faster release cycles and lower change costs.

Neosperience Digital Customer Experience Model• Mobile clients • Wearables and

Internet of Things • Responsible for

service delivery and experience

• Optimizes content for proper display on customer’s device

• Caches content form performant delivery

• Aggregates and federates services tier data

• Performs data protocol translation (i.e. SOAP to JSON)

• Collects existing systems of record

• Drives personalization by monitoring user and social network behavior

Neosperience Business Benefits Sum Up

Capabilityimprovements

Benefits Business outcome metrics• Intuitive and sophisticated digital experience apps for customers • Consistent look and feel across digital properties • Real-time, conversational relationship with customers • Engaging, interactive social features

• Net Promoter Score/likelihood to recommend • Churn rates • Apps download and usage • Policy or subscription renewals

• Targeted campaigns • Relevant product recommendations • Contextual experiences incorporating demographic, situational,

and behavioral factors

• Conversion rates • Customer loyalty • Customer service and fulfillment cost per order • Marketing cost per order

• Automation of manual processes • Customer insight in/out the point of sale • Reliability/uptime • Digital customer self-service options

• Service cost per transaction or touchpoint (i.e., self-service forms instead of call center interaction, i.e., “call center deflection”)

• Back-office staffing costs (i.e., billing process automation) • Strategy/planning cycle times • Impact of downtime on sales, service, and others

• Increased flexibility and synchronization across sales channels • Less effort to make changes to apps

(i.e., increased number of builds/releases; ongoing optimization) • Speed of redesign

• Content publishing time • Marketing costs per campaign • First-mover sales benefits

• Reduced IT cost to support failures, changes, and legacy systems • New, cheaper, “lighter,” app technology, cloud-based • Integrations between multiple digital systems

• Staffing costs • Design costs for a new or updated web presence • Remediation costs for legacy platform support • Total cost of ownership • Capital expenditures versus operational expenditures

Improved customer experience

Improved product/contenttargeting and delivery

Improved customer supportand business processes

Faster time-to-marketand improved agility

Improved IT manageability

Enhance brand awareness Blend first-class creative design, technology and customer-obsessed metrics2

How What

Neosperience Business Benefits Sum Up

Improve customer satisfactionDeliver amazing digital experiences

to better understand and serveincreasingly powerful customers

1

Enhance brand awareness Blend top creative design with top innovation technology3 Increase conversion rate

and revenueBuild mobile engagement to acquire

and retain loyal customers faster,and at lower cost

3

Increase store traffic and digital interactions by retargeting customers and drive them to buy, based on their locationand app/web/store interaction patterns

• Provide new levels of empowerment to your customers: turn your app on — even if their smartphone is in stand-by mode — and deliver a notificationto sell direct or to bring back qualified customers to your store.

• Utilize Facebook and other social media platforms to encourage digital and physical store purchases and prompt customers with personalized messages, promotions and relevant product information when they are ready to buy: shopping, close or inside your store, entering your competitor’s storeor located in adjacent businesses.

• Bring your store to life and reward customers with in-app experiences triggered by proximity to products on the shelves as they browse your store.

• Automatically trigger push notifications to loyal customers who have opted in as they enter or exit a defined zone such as the cash wrap, with flexible geo-fencing that allows you to define the radius of in-app messaging.

Customer Generator

Improve customer satisfaction by delivering a red carpet experience of your brand and products: let customers book store visits, get the products and services they need and help them with a trusted source of advice and inspiration

• Allow customers to request and schedule in-Store assistance, personal training, specialized support, and premium services.

• Establish a personal relationship between the customer and the Store assistant.

• Help customers locate Stores within their chosen area – by ZIP code or automatic location identification – opening times, addresses, maps and lists of facilities available.

• Provide a “Store mode” in your app featuring store local ads, store map,in-store precise location identification, product search, online help & FAQs.

Customer Assistant

Find new customers and reward established customers when they make decisions that increase your revenue growth and profitability. Delight them with an immediate call to action that resultsin instant gratification

• Create, manage and give away or sell digital coupons that can be redeemed via smartphone, using a QR-Code, augmented reality object recognition or automatically, through in-Store precise location identification.

• Allow customers to give your products and services to their friends digitally. Let recipients pickup in-Store or at third-partyor ship to their home.

• Deliver samples, gift cards and digital coupons to engage customers more effectively.

• Provide a convenient digital wallet cloud-based storage to allow customers to no longerneed to print and bring a paper copy of paper coupons with them.

• Convert your app/web/store visitors into customers: as a primary use of mobile is to conductpre-purchase activities, such as product and Store research, associating a digital couponto searched items for first time Store visitors or repeat visitors who have yet to purchase canbe the incentive needed for conversion, amplified by social networking-powered activities.

Smart Commerce

Carpigiani - http://vimeo.com/85233053

Enhance your brand by providing amazing 3D environments that can be experienced on all devices, where customers can discover your products in a triple-A gaming framework as if they were physically in your store

• Deliver immersive 3D environments where gravity, topography, locomotion and social communication turn likes into purchases.

• Leverage the kinesthetic learning that takes place when customers discover and experience the Store living the most powerful and engaging exposure ever achieved on any media.The reinforcing nature of 3D virtual environments strongly improves retention of product information. People who “practice by doing” retain about 75%of the content.This is why Showroom is perfectly suited to drive effective communication, social interaction, customer acquisition, loyalty and product purchase.

• Enhance your e-commerce capabilities with a virtual shopping experience.

Digital Showroom

Prada - www.youtube.com/watch?v=guPFcvxCAjA

Right-Time Personalization

happiness

choices

1 2 3 4 5 6

delight zone

Increase customer satisfaction and drive sales by predicting customer’s intent based on profile and behavioral data

• Deliver the right message to your customer at the right time: highly relevant content that is based on the customer’s context in the moment and is served to whatever device.

• Choose the right message based on customer’s context that is sensed, based on location or proximity to other objects and people, inferred from activities and social relations, or explicitly shown via social tagging, comments or wish-listed products.

• Understand product relationships, customer’s behavior patterns and location to predict trends and deliver feedback as real-time decisions for customer next best action, predictive campaign analytics, uplift modeling, and customer-centric merchandising.

• Provide customers with an exact choice of products and services basedon customers’ social and behavioral analysis.

Engage customers and enable immediate loyalty and advocacy by incorporating game-playing techniques to benefit from people’s natural desires for achievement, status, competition and self-expression

• Provides all the tools you need to use game-thinking and game mechanics to drive engagement in non-game business scenarios to improve your customer engagement and loyalty, ROI, data quality, timeliness, and product learning.

• 40+ techniques (*) include: points (energy), levels, leaderboards, challenges.

• Some elements are as basic as “achievements,” “status,” and “virtual items”. More complex elements are also supported, such as the “appointment dynamic” (i.e. a customer must return in your Store at a specific time and perform an action to get a reward), “fun once, fun always” (a simple actionthat maintains a level of enjoyment no matter how many times you do it, like Foursquare’s check-ins), and “cascading information theory (give out small and progressive amounts of information to keep customers moving forward).

Gamification

Provide superior product and service information to support customers in product selection, and sales teams in prospecting, building new accounts and winning sales

• Merchandising and product management with the capability to set up placement/category, presentation, pricing, promotion of your products.

• Research, browsing, adding to smart wish list, adding to cart, check-out and payment processes, easily pluggable to mainstream e-commerce platforms.

• Product visualization in 2D and 3D. Product experience improvement thanks to augmented reality, overlaying in real-time text, graphics, audio and other virtual enhancements onto the customer’s device screen displaying objects.

• Multiple languages and currencies; transaction processing.

• Customer community capabilities via social sharing.

• Personalization and preference profiling via Right-Time Personalization integration.

• Extension to configure, price and quote.

Product Discoverer

Mattel - http://vimeo.com/79897150

Provide information on points-of-interest and trails location, expanded with audiovisual content to support visitors in choosing where to go and what to see

• Search place, browse, add to smart wish list, visualize.

• Search trail – as collection of places – browse, add to smart wish list, visualize.

• Place augmentation with augmented reality that overlays real-time integration of text, graphics, audio and other virtual enhancements onto the customer's device screen linked to geolocation-based services; customers can discover places and objects in the vicinity or learn where to go or what to do, as well as obtaining additional information about an object of interest.

• GeoRSS support and interoperability with other location encoding standards.

• Geo-fencing triggered notifications as user enters or exits a virtual perimeter for a real-world geographic areas.

• Personalization via Right-Time Personalization integration.

Place Explorer

Harness digital marketing data to drive insights that convert into better customer experiences

• Obtain a single customer view as an aggregated, consistent and holistic representation of the data known about your customers, while interacting with your brand on your app/web/store, with any device.

• Track and analyze how the user interacts within your app and other available channels, what sections he visited, when he last accessed the app, what he has purchased or for how long his sessions lasted. Shape and monitor customer experience KPIs at all stages of the customer journey: from first discovery to purchases, from event tracking — downloads, video plays, mobile ad clicks, gadgets — to flow visualization: path a visitor takes on your app.

• See where visitors came from, sections they moved through, where they exited your app, providing a clear view you can act on to make customer happier — and to make their digital experience with your brand a success.

• Combine all this mined data with data already in your customer database derived from social profiles (i.e. Facebook), to:

• Implement data-driven marketing activities by acquiring, analyzing and applying all information about your customer wants, needs and motivations.

• Discover insights at the intersection of customer profile, location, identity, relationships, context, purchase intentions,and the features of your brand.

• Serve relevant content to each user, such as campaign messages that are actually relevant to customers’ lives.

Insight & Analytics

neosperience.com | info@neosperience.com

The Digital Customer Experience