Forecasting Digital InnovationConference CentreExpo Milano 2015

Simple Answers for Today’s ComplexBusiness Problems

A Xerox Corporate OverviewJune 2015

The more progress the world makes…

the more complicated the world becomes

We’ve been providing simpleanswers for complex business problems like yours for more than 60 years.

Xerox is here to help

We are the world’s largest enterprise for business process and document management.

• Presence in 180 countries

• 140,000 employees worldwide

• Annual revenue over $19 billion, more than 50% from services

• Named to Fortune Magazine’s list of World’s Most Admired Companies

Today, Xerox is so much more

Healthcare

Finance & Accounting

Human Resource Services

Customer Care

Transportation

Managed Print Services

We’re helping customers in areas that you might not expect

485 millionhealthcare claims processed annually

$421 billionin global accounts payable processed for our

customers

14 millioncustomer employee and retiree benefits managed

by us

2.5 millionglobal customer care interactions handled daily

1.6 billionelectronic tolls collected annually

Up to 30% reductionin document-related costs

And, we’re delivering business results that create bottom-line impact

*Together with Fuji Xerox

Driving New Innovations Through R&D

• Over $1.3 billion invested* in R&D each year

• Research centers in the US, Canada, Europe and India

• More than 10,000 active US patents

• Our world-renowned Palo Alto Research Center (PARC) creates new innovations for Xerox as well as organizations in other industries as a wholly owned subsidiary

How can we help you?

Thank you!

©2015 Xerox Corporation. All rights reserved. Xerox® and Xerox Design® are trademarks of Xerox Corporation in the United States and/or other countries.

Xerox Innovation & Analytics

James DuckenfieldChief Innovation OfficerXerox Consulting & Analytics

12th June 2015

PARCPalo Alto, California, USA

Fuji Xerox Research, Japan

Xerox Research Centre IndiaBangalore, IndiaPARC East

New York, USA

Xerox Research Centre of Canada

Xerox Research Centre Europe, France

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Co-innovating with clients & partners globally

Xerox Global R&D

Xerox Services Processes a lot of Big Data

Broad and deep analytics competency across all our industries and capabilities

Incentive and scale to tackle the larger problems

Complete focus on using analytics to help clients transform their business

$421BCustomer accounts Payable processed

>10Million employee & retiree benefits managed

370Thousand desktops supported globally

>40BGlobal transportation fares collected annually

>1,5Million multifunction devices on MPS platform

100%Of the top 20 Managed healthcare plans are clients

1900+US Hospitals served by our analytics solutions

1.6 Million customer care interactions handled daily

>900Million health insurance claims processed annually

Analytics: A Key Element in Our Services Strategy

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Selected Analytics Examples (by Industry)

Transportation

• Dynamic pricing for parking (LA ExpressPark)

• Mobility Analytics Platform for public transit and parking

Healthcare Xerox Technology

• Juvo care platform for hospitals

• Document Analytics

• CompleteView

• Lean document production

• Optimised print and workflow processes

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Selected Analytics Examples (by Topic)

• Social media analytics• Advanced text analytics

(e.g., finance filings)• Machine translation and

cross-lingual tools

• Pre-paid card payments • Medicaid MIS, recovery

services, pharmacy payments

• Xerox Agent Performance Indicator

• Print Awareness Tool

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Unstructured Data Fraud, Waste, Abuse Gamification

Xerox Intelligence

• Machine Permanent• Advanced image/video/doc processing

• ViewPoint/OmniX/CategoriX/ TutorSpace• Xerox ClearSight Automated Intelligence

• Transitional• Virtual Agent

• Agent IQ/ Mind Meld/ Natural Language Processing/Understanding

• Smart Cities• CitySight

• Predictive, Prescriptive, Fraud analytics

• Machine Resistant• Agile Workplace

• Sensors, in-building geolocation, contextual intelligence, adaptive collaboration

• Empath• Liveboard, XAPI – distributed workforce

management & Motivation

Empath is an innovative analytic solution that drives improved customer insights, risk mitigation, and business performance through customer data

• Increase value of customer data via powerful actionable insights

• Reduce risk via accurate and timely trend detection

• Smart routing of customer communications, based on topic and sentiment, to different business units or specific individuals

• Automated tools to increase efficiency and effectiveness of engagement

• Better customer experience and improved brand management

• Business opportunity identification

Customer engagement and sentiment accuracy up to 200% greater than current generation tools

• Multi-channel insights to customer opinions and experience.

• Monitor Twitter, Facebook, RSS feeds, YouTube, blogs, forums and more.

• Managed Service - combining the proper tools, processes and personnel to deliver world-class and proven insight and customer care solutions.

• Event detection for emerging trends and risk assessment.

• Workflow and process tools help manage and respond to customers (e.g., data capture, queue management, engagement history, supervisor review).

Empath

Features Benefits

Virtual Agent continually learns about customers to ensure that every interaction is better than the last. It detects how human agents diagnose customer problems and offer solutions and it learns from this experience.

• Fast, accurate and scalable service

• Reduces call volumes

• Improves customer satisfaction

• Generates a positive brand perception

• Supports client’s omni-channel care strategy

• Helps client improve ROI on an existing call deflection program

• Learns to understand and solve problems• Provides detailed analytics for customer behavior, problems and solution • Identifies and reacts to new problems as they emerge• Integrates with existing self-service portals and existing customer data• Flexible user interface, easy to align with brand• Chat style interface for customers’ interactions• Bespoke tone and manner to suit the brand’s identityMobile-optimized interface that scales to any device• Multiple locales available

Improves the accuracy of digital self-care and makes every customer experience better than the last.

Virtual Agent

Features Benefits

April 15, 202322

The First Machine Age: We augmented our muscles

1910 1960 2000

April 15, 202323

The Second Machine Age: Augmenting cognitive power

1960 1990 >

April 15, 202324

Client Expectations

• Too hard to find the answer• No help for my problem• Too impersonal• Expect an immediate response

The Fall-back Paradox

Call Volume

Failed Self-Service Trans-actions

Other

20% The % of call volume driven by failed self-service transactions

April 15, 202325

The Cost of Failure

None 1 2 3+

11 11

-8

-35

38% 37%29%

18%24%

39%

50%

64%

Number of support interactions in 6-month period

NPS CSAT Switch Risk

After 2 or more support interactions in a 6-month period, CSAT and NPS deteriorate rapidly while the risk of churn increases significantly.

Virtual Agent

• Drawing on decades of research into machine learning and natural language understanding, WDS Virtual Agent continually learns from the interactions that pass through it to ensure that every customer experience is better than the last.

• Provides immediate solutions to customer queries at any time, from any place, on any device.

• Deflects expensive contact center traffic to low-cost, self-service channels.

• Captures and delivers customer insights in real time across channels.

Self Learning • Provides the most accurate and up to date solutions to customer queries

Cross channel implementation

• A single solution can be deployed across contact center and self-service

• Expertise from the contact center is shared directly with self service customers

Clarifying questions• Understands the true nature of the customer’s query,

instead of guessing• Validates the customer’s query before offering a

solution

User context• Customer specific information is used to provide

more personalized and ultimately accurate experience

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Key Differentiating Capabilities

Automated Intelligence is a robotic technology that can be programmed like a macro.

• Fast, accurate and scalable service

• Programmatic external systems allowing operational changes without system changes

• Simple programming of sophisticated workflows and logic paths

• Complex navigation of legacy systems

• Data entry is often manual and prone to errors

• Data is often rekeyed from one system to another

• Systems integration is complex and costly with high risk and failure rate

• Performance management is difficult Improves the accuracy and speed compared

to human operatives

ClearSight™ Automated Intelligence

Challenge Solution

XEROX Confidential29

How Could it be Integrated

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Conclusion

• Xerox has transformed• We are leveraging our significant investment in

R&D to do so• Analytics and automation is changing our business• How can we help improve yours?