The Age of the Customer03 December 2013

Executive Circle Summit

Fiona Shanley, Director of Marketing and Operations

20% expect

a response

within 1 hour via

social media

Rise of the social

customer

44% of

consumers

complain via

social media

of the way through the buying cycle before they contact you57%

Buyers today are over

84% of

organizations have

remote workers

Changes in how we work

65% of

companies are

deploying at

least one social

software tool

Average of 4consumer

devices used

every day

of Fortune 500 companies will deploy new mobile applications this year80%

>4.5 billionpeople on social

>6.8 billionon mobile

>400 milliontweets per day about product, services, and brands

150average number of times a person checks their phone each day

Executive Circle Summit

Mobile media use in Switzerland

Trends

mobile appswill bedownloadedin 2012

Total digital content will grow

48% from 2011

Mobility

Data security concerns

=

91% of organizations expect to spend on mobile devices in 2013

1/2 of companies expect to use internal social network apps in 2013

2.7zettabytes in 2012

>80% of new apps in 2012 will be distributed/deployed on clouds

32%of businesses are likely to invest in BI and analytics in 2012

from infrastructure to application platforms

The strategic focus in the cloudwill shiftin 2013In 2013, mobile

devices will outship PCs by more than

2:1and generate more revenue than PCs for the first time

85BILLION

Social networking will follow not just people but also appliances, devices and products

34% of CIOs say technology as a service (cloud) will have the most profound effect on IT in the future

2/3 of mobile apps developed in 2012 will integrate with analytics offerings

49% of CIOs rank BI as the top project priority for 2013

CloudSocialMobility Big data

Trends

Gain insights from data

Enabling marketing in the Age of the Customer

Manage an effective org

Engage with advertising

Reach mobile consumers

Windows Store

Create great experiences

Xbox SmartGlass

Differentiate

brands through

unique

customer

experiences

Create

engaging,

personal

advertising

Connect to

the mobile

consumer

Achieve

world-class

marketing

effectiveness

Gain customer

insights from

data

Differentiate brands through

unique customer experiences

A consistent experience, anywhere, on any device…

…with global scale and impact

Create engaging,

personal advertising

Create

engaging,

personal

advertising

More amazing consumer connections

Reach your audience through Advertising

PC Operating System Console + Service Windows Live Messenger

MSN BingOur fastest growing OS ever

The Home Media Hub with more than 40 MM users, and 2B hrs/ mo.

Video & Voice for 280MM Loyal Users

Reach & inspire over 480MM engaged fans monthly

Search that helps you “do” with more relevance and the help of friends

Quality engagement at scale

Achieve world-class

marketing effectiveness

Achieve

world-class

marketing

effectiveness

By 2014, companies that develop an Integrated Marketing Management strategy will

deliver a 50% higher Return on Marketing Investment (ROMI) than those who don't."

—Gartner, Inc., “Focus on Integrated Marketing Management”

Increasing ROMI with end-to-end systems and automation

Integrating your marketing management

Digital asset

management

SOCIALMARKETING

Marketing

resource

management

Omni-channel sales

BEHAVIOR ANALYSIS

Catalog managementB U D G E T M A N A G E M E N T

Pricingandpromotion

Media planning

Loyaltymanagement

CLOSEDLOOPROI

Multi-channelcampaign management

Segmentation

analysis Plan Execute Analyze

Topline Revenue

Event Planning

People-first experience

designed to bring you

closer to your customers

Pervasive connections

and communications

inside and outside the

organization

Personal experiences

delivered across every

interaction and

engagement