Spending ~4 HOURS in a 40-hour workweek just looking for answers.

Not getting regular, constructive feedback ontheir performance.

BEING UNMOTIVATED… by negative feedbackduring an obsolete year-end performance review.

OLD TECHNOLOGY — green screens, client server,bad design, etc.

Only 34% OF EMPLOYEES ARE ENGAGED,largely due to a LACK OF MOBILITY and/or aflexible way of working.

Customers are most frustrated by having to go throughMULTIPLE EMPLOYEES to resolve A SINGLE ISSUE.

Having to go through multiple systems and/oremployees to complete a single transaction.

Being left to wonder “WHAT HAPPENS NEXT?” — thanks to a lack of visibility into processes.

Cumbersome or OUTDATED USEREXPERIENCES… in design and beyond.

72% of mobile users say it’s important to themthat websites are mobile-friendly, yet 96% havevisited a site that isn’t.

HOW HAPPY WORKERSHAPPY CUSTOMERSMAKE

Not being known by a brand(40% of customers EXPECT CUSTOMER SERVICE AGENTS TOBE FAMILIAR WITH THEIR HISTORY before engaging with them).

Appirio’s Virtuous Cycle is about empowering workers to deliver a better Customer Experience, and improving the Worker Experience by treating employees like customers. Appirio connects data and processes; no more silos. We don’t just talk strategy; we live it. By helping workers enjoy and do their jobs more efficiently, you’re also ensuring the development of a larger, happier customer base.

1. T.J. Keitt, Forrester Research analyst2. Research from Kansas State University, Eastern Kentucky University, and Texas A&M3. Forrester Research

4. 2013 Dimensional Research survey5. Google survey6. 2013 NICE survey

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2

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5

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The SOLUTION

FRUSTRATESwhat

WORKERS

FRUSTRATESwhat

CUSTOMERS

ELIMINATE BARRIERSbetween workers & the info they need

Use systems that

Provide aCONSUMER-GRADEexperience for your workforce

thePROBLEM

Employee Productivity(EMPLOYEE

PERFORMANCE)

Employee Loyalty(EMPLOYEE

RETENTION )

Energized Workers(EMPLOYEE

ENGAGEMENT)

Company Growth (PROFIT)

Customer Loyalty(REPEATBUSINESS)

Customer Satisfaction(NPS)

WorkerEXPERIENCE EXPERIENCE

Customer

We believe Worker and Customer Experience are intrinsically linked and must be addressed together. By leveraging cloud technology, new ways of working like crowdsourcing, and using solution accelerators to rapidly build and integrate solutions, customers can create both amazing Worker and Customer

ACTIONABLE STRATEGY | CLOUD IMPLEMENTATION & INTEGRATION | CHANGE ENABLEMENT

APPLICATION DEVELOPMENT | ONGOING SUPPORT

About Appirio

Appirio is a global services company that helps customers create next-generation Worker and Customer Experiences using the latest cloud technologies. Our free thinking consultants deliver unmatched customer value by creating actionable strategies, delivering results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of one of the world’s largest crowdsourcing communities and thousands of pre-built solution accelerators. Appirio is a trusted partner to some of the world’s largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.

the

RESOLUTIONAppirio’s Virtuous Cycle

apply new workforce modelsNEW WAYS PEOPLE WORK;Adapt to the

Sources:

Empower all categories of worker with tools to manage their work and career on devices they prefer

Empower workers to contribute content and insights in real time

Connect workers through communities to others working on common goals

Provide decision-makers with proactive insights about the business

Knowing your customer and what they need

Benchmarked Customer Engagement

Persona Journey Mapping

Anticipating their needs and desires

Mobile applications that are innovative

Social Communities promoting peer-to-peer collaboration

Delivering on their expectations through sales, services, and marketing

Actionable Data for employees to use

Collaborative capabilities to work smarter

Integrated CX Data Availability

Omni-Channel View of CX interactions

Visibility across customer experience

Eliminate redundant steps in workflows and tasks

Promote social use cases as ubiquitous

!

BREAKTHROUGH DIGITALMOMENTS

to sell & service

Create

ENGAGED WORKFORCEEmpower an

to improve service

GainMEANINGFUL INSIGHT

into customer behavior

?

Reduce reliance on top-down communications from HR

Address the needs of users who may be employees, contractors, or retirees

Deliver insights on any device favored by managers and leaders

Tie business metrics to business outcomes in a way that helps tell a story

Rewarding and gamified loyalty programs

IoT Capabilities

Targeted and smart marketing touches

Relevant & Focused lens on the comprehensive data

Fun and engaging ways to interact with customers

Self-service capabilities for customers AND employees