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Fuji Xerox Co., Ltd.

Simon Lane, Executive General Manager / CMO

29 May 2014

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This is our story

We liberate people to work smarter

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Helping people work smarter is at our core today…..

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1. Creating an accountable marketing structure

2. Investments in customer centricity

3. Growing in to Services

4. Case Studies

Agenda

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XXBuilding a customer centric business

From silos to collaboration

Key Investments

Customer and market insights team

Commercialisation and Innovation team

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• Identify best segment opportunities

• Build knowledge throughout the business of customer needs

• Educate sales and marketing to apply insights and capture opportunities

• Utilise new methodologies to understand every touch point and its effect on customer experience

Why customer insights?

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XXInnovating with the customer

Team comprises• HR, Coaching – People• Exposure to advanced technologies and human centric

needs analysis i.e. consulting• Marketing and Technical (market opportunities and gaps)• Technologist – new and emerging technology • Architect – concept to product

Team who uses ‘ design thinking’ as its core approach (based principle used by Stanford University in D School)

Empathy based design principleSome innovation initiatives include• Data extraction and analytics• Location sensing

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“We believe all enduring relationships are founded on great communication”

Deliver the right information to the right people

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XXKey client sectors

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Banking and Finance Education

Health Automotive

Government SMB

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Case Study

VW (Belgium)

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XX1:1 Experience Approach

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A ‘MY UNIQUE’ dream catalogue…

• Engage 4 to 6 months before purchase decision

• Focus on 3 models (Variable out of 22)

• Model presentation focusing on :

• Selection criteria

• Life style and Preferences

• Usage criteria

• Language

• Personalised financial proposal:

eg. regional ECO premium, Leasing

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XXProcess capture and communication flow

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XX1:1 Lab Results at a glance

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100%1to1 piece ratio of delivery = 100 % : 5000

39%Want to Act

81%Brand : Recall communication

15-20%POS traffic with Brochure in hand

12%Test Drive 12% 600 people

50%• Sales 6% (300 cars)

Conversion rate: 50% : 1 sale per 2 visits

• Old conversion 12%

+++Brand Image

X4• POS conversion• Increased Sales profits

X10Traffic Creation

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Case Study

Respected global motorcycle brand

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© 2014 Fuji Xerox Co., Ltd. All rights reserved.

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We want every customer to have a great individual experience…. each customer is treated as a valued individual”

–Peter Nochar, CEO

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What was proposed?

Respected global motorcycle brand

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Samples shown of Fuji Xerox generic toolkit

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What was delivered?

Respected global motorcycle brand

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All-FXJanuary 10, 20XXDept. & NameJanuary 10, 20XXBeyond print – a new story

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Moving to the online and digital world

Helping brands transform how they communicate with their customers

Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries and are used under license.