Learn more at: www.roojoom.com PERSONAL JOURNEY HUB IN TELECOM & TV. 2017 KPI performance study results. Roojoom Customer Journey Management Platform.

1. PERSONAL JOURNEY HUB IN TELECOM & TV
2017 KPI performance study

2. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL JOURNEY HUBS:
A PERSONAL JOURNEY FOR EVERY
CUSTOMER
22
Customer Journey Management Platform
Julia
Stephen
Kevin
Expansion
Onboarding
Retention
ID: 84358DS5
Plan: Movies
Stage: 1
Score: 12.9
History: OSPB
Goal: Register
ID: 84358DS1
Plan: Family
Stage: 3
Score: 56.3
History: FG4R
Goal: Activate
ID: 84358DS7
Plan: Sports
Stage: 2
Score: 15.3
History: TY4V
Goal: Upgrade
Each customer is assigned a Personal Journey Hub.
Each Personal Journey Hub is responsible for all
personalization, content matching, goal handling, and
cross-channel communication throughout the entire
duration of the customer journey.
Personal Journey Hubs lead each customer along their
journey by:
• Dynamically assembling and personalizing content in real-time
• Proactively communicating with the customer at every journey
stage
• Progressively optimizing the customer's digital experience

3. Roojoom Web Experiences LTD –
proprietary and confidential
MANAGING THE CUSTOMER JOURNEY
To Model, Personalize, and Execute goal-
driven Customer Journeys:
• Design a Customer Journey map
• Assign business goals to each journey stage and
track performance
• Automate all personalization, content matching,
customer experience and interactions across
channels
• Use machine leaning to optimize each customer's
journey and goal completions
RetentionOnboardingCommitmentComparisonDiscovery
Goals
Content
Experience
Schedule

4. Roojoom Web Experiences LTD –
proprietary and confidential
SKY TV – EFFECTIVE ROOJOOM PROGRAM GENERATING MAJOR KPI IMPROVEMENTS
4
“At Sky we see digital personalization as a key goal to effectively manage the customer journey and
Roojoom’s Customer Journey Management Platform allowed us to quickly and efficiently create highly
personalized unique customer journey experiences. The platform quickly generated impressive lift in
customer engagement and actions taken. Our success using Roojoom led us to expand its usage to
other customer engagement programs”
Roberto Calenda - Director Onboarding & Prevention at Sky

5. Roojoom Web Experiences LTD –
proprietary and confidential
CUSTOMER JOURNEY IN TELECOM – KPI MAP
5
WinbackRenewalExpansionUsageOnboardingActivationSignatureAcquisition
Sell & upsell
Educate
Activate
Use
Self care
Download
Bill
Cross sell
NPS
Paperless
Autopay

6. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL JOURNEY HUB APPLICATION IN TELECOM
6
Onboarding Upsell Home move Prevention
Personal Journey Hubs automatically generate personal experiences for each customer along every journey stage.

7. Roojoom Web Experiences LTD –
proprietary and confidential 7
-90
-80
-70
-60
-50
-40
-30
Day 7 Day 30 Day 60 Day 90
# of new customers churned (from 1000)
Personal Journey Hub target group Entered Hub Traditional
13%
churn
reduction
22%
Churn
reduction
Usageofservices
IMPACT ON CHURN & RETENTION
Chart showing customer
disconnection rate in the first
90 days after signature,
measured by A/B testing of
Personal Journey Hub Vs.
traditional communications.
Insights:
Customers in the Personal
Journey Hub segment show
13% to 22% fewer
disconnects.
Customers directly engaging
with their Personal Journey
Hub show 15% to 25%
fewer disconnects

8. Roojoom Web Experiences LTD –
proprietary and confidential
IMPACT ON APP AND WEB-SELFCARE
8
Chart showing customer app
and digital self-care usage,
measured by A/B testing of
Personal Journey Hub vs.
traditional communications.
Insight:
Customers who actively
engage with the Personal
Journey Hub show 16.1%
more selfcare activity and
28.2% more app usage
0%
10%
20%
30%
40%
50%
60%
70%
80%
Use app Use selfcare
App and selfcare usage
Personal Journey Hub target group Entered Hub Traditional
Usageofservices
16.1% more
Self-care usage
28.2% more
app usage

9. Roojoom Web Experiences LTD –
proprietary and confidential
IMPACT ON PRODUCT ADOPTION AND USAGE
9
Chart showing customer
usage of services in the first
30 days after signature,
measured by A/B testing of
Personal Journey Hub Vs.
traditional communications.
Insight:
Customers in the Personal
Journey Hub group show
3.6% to 16.33% less
disconnects. Customers
entering their Personal
Journey Hub show 12.4% to
33% less disconnects
2%
12%
22%
32%
42%
52%
62%
72%
82%
92%
Paid upsell (PPV) Usage (free) Series Movies
Usage of services
Personal Journey Hub target group Entered Hub Traditional
18%
increase
in Series
Usageofservices
10% increase in PPV
17% increase
in Movie
views

10. Roojoom Web Experiences LTD –
proprietary and confidential
DIGITAL ENGAGEMENT IMPACT
10
104,972 emails delivered
59,099 emails opened / 56.3% open rate
17,457 Hub visits / 16.63% click
rate
15,580 / 90% started their
journey
12,067 / 69% consumed
100% content
8,261 / 47% took
an action
1.5 visit
repetition
1.5
repeating
actions
For every 100,000 customers
annually:
ü 66,000 - 85,000 visits
ü 300,000 – 425,000 pages
ü 158,000 - 257,000 brand hours
ü 7,500 - 8,500 actions
ü 37,00 – 73,000 website visits

11. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL DIGITAL SCORING (PDS):
MEASURE, QUALIFY AND OPTIMIZE THE CUSTOMER EXPERIENCE
1111
The Personal Journey Hub measures, analyzes and scores its customer’s
behavior. The Personal Digital Score (PDS) is used to optimize user
experience, enrich CRM data and target potentially high value customers.
Interested in TVOD
Prefers SMS
Digital content
consumer

12. Roojoom Web Experiences LTD –
proprietary and confidential
MACHINE LEARNING:
BOOSTING JOURNEY PERFORMANCE USING INTELLIGENT OPTIMIZATION
Each Customer Journey Hub employs machine learning for close-looped optimization along the journey. The Hub
continuously collects behavioral data, then qualifies and performs CEX decisions to optimize journey performance.
Personal
Digital Score
Email/SMS
External digital channels
Machine
learning
Content
Reach-outs
Closed-loop – Collect, Qualify, Execute Closed-loop – Business goals at the core
Hub engagement
DWH
12
Backend data
Interactions

13. Roojoom Web Experiences LTD –
proprietary and confidential
3 REAL CUSTOMERS - PROFILE VS. SCORE
13
TVOD interest score 5
Propensity to act 8
Sports interest score 0
Digital consumption score 10
Email attentiveness score 10
SMS attentiveness score -
Self care score -
Interactivity score -
Customer ID: R385758/5
App usage Yes
Date Joined 18-Apr-2017
Lead IRD UltraHD
Sector Private
Super premium LFS
Sales Inbound call
TVOD interest score 5
Propensity to act 0
Sports interest score 0
Digital consumption score 7
Email attentiveness score 5
SMS attentiveness score -
Self care score -
Interactivity score -
Customer ID: R585740/5
App usage No
Date Joined 12-Apr-2017
Lead IRD UltraHD
Sector Private
Super premium LFS
Sales Resell 674
TVOD interest score 0
Propensity to act 0
Sports interest score 0
Digital consumption score 2
Email attentiveness score 2
SMS attentiveness score -
Self care score -
Interactivity score -
Customer ID: R897706/3
App usage No
Date Joined 2-Apr-2017
Lead IRD MaxHD
Sector Retention
Super premium -
Sales Resell 672
High score
customer
Medium score
customer
Low score
customer

14. Roojoom Web Experiences LTD –
proprietary and confidential
PDS - CUSTOMERS DIGITAL CONSUMPTION SCORING DISTRIBUTION
14
0
100
200
300
400
500
600
700
800
0 1 2 3 4 5 6 7 8 9 10
Digital scoring
Aggregateddigitalcontenttime(Sec)
Digital consumption score
Chart showing aggregated
time on digital content
consumed by customers for
each digital consumption
score
Insight:
Customers with a score of
5-10 are likely to respond
well to digital content and
act accordingly

15. Roojoom Web Experiences LTD –
proprietary and confidential
PDS – TVOD GOAL ENGAGEMENT BY SCORE DISTRIBUTION
15
0
100
200
300
400
500
600
700
800
0 1 2 3 4 5 6 7 8 9 10
Service upsell scoring
AggregatedtimeonTVODcontent(Sec)
TVOD interest score
Customers’ total time on
TVOD related digital content
by TVOD interest score
Insight:
Customers with a score of
9-10 are likely to purchase
TVOD content and respond
well to digital promotions

16. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL JOURNEY HUB PROGRAM PROGRESSION
16
Average customer scoring
Time
Traditional Program commencement Machine learning optimization
CTA propensity
Customer activity
Digital action
propensity
Personal Digital Score is monitored, recorded, and analyzed by the Personal Journey Hub, and continues to improve with
Machine Learning Optimization over time.

17. Roojoom Web Experiences LTD –
proprietary and confidential
• $1M / year -> $1.8M / year optimized
• Measuring financial value annually
• Counting upsell, retention and savings
ROI – FINANCIAL IMPACT FOR 100,000 CUSTOMERS
17

18. info@roojoom.com