Learn more at: www.roojoom.com Roojoom’s Customer Journey Management Platform is a SaaS solution that enables digital managers to map, configure, manage, and better execute complex customer journeys. The CJM delivers personalized experiences seamlessly across all channels by centralizing data, and by using that data to create, edit, curate, and publish relevant and customized content via a single backend system. At its most basic level, the goal of the CJM Platform is to provide enterprises with a solution that delivers to each customer the information they need and the ability to take action when and where they need to. Beyond journey automation, Roojoom’s CJM Platform also provides clear visibility and insights into each customer journey, thus helping managers understand their audiences better. Roojoom’s powerful all-in-one fully-automated Customer Journey Management Platform o†ers an always tailored and always slightly new experience to each customer, at each stage and every visit, resulting in a long-term lift in customer engagement and a consistent increase in customer value.

1. CUSTOMER JOURNEY MANAGEMENT
Personal Journey Hub Technology

2. 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

3. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL JOURNEY HUBS:
A PERSONAL JOURNEY FOR EVERY
CUSTOMER
33
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

4. Roojoom Web Experiences LTD –
proprietary and confidential
PreventionUse
Sample - Citi
4
Satisfaction
Financial
activity
Care
savings
Digital
activity
UpsellOnboardingCommitmentComparisonDiscovery
ExpansionEducationActivation
Citi Card Personal Journey Hub for
increased digital engagement, product
value, CXP, and satisfaction

5. Roojoom Web Experiences LTD –
proprietary and confidential
Prevention
5
Usage and retentionOnboardingCommitmentComparisonDiscovery
Problem SolveSelf-serveEngage
Sample- Santander
Santander Personal Journey Hub for
account onboarding to increase
account activity and improve retention
Satisfaction
Financial
activity
Care
savings
Digital
servicing

6. Roojoom Web Experiences LTD –
proprietary and confidential
Onboarding UpsellUsage Increase Travel
PERSONALIZE EVERY JOURNEY
Personal Journey Hubs automatically generate personal experiences for each customer along every journey stage.
6
CustomerACustomerB

7. Roojoom Web Experiences LTD –
proprietary and confidential
• Millions of Personal Journey Hubs are generated form a single ‘Journey Template.’
• Personalization, goals, content, reach-out, and business-logic rules are configured at setup.
THE HUB TEMPLATE
7
Stephen
Onboarding
ID: 84358DS1
Plan: Family
Stage: 3
Score: 56.3
History: FG4R
Goal: Activate
Kevin
Retention
ID: 84358DS5
Plan: Movies
Stage: 1
Score: 12.9
History: OSPB
Goal: Download
Julia
Support
ID: 6743R8D
Plan: Sports
Stage: 2
Score: 157
History: GGTS
Goal: Register
Personal
Journey
Hubs are
generated
Customer
profile
Process
API
Hub
Template

8. Roojoom Web Experiences LTD –
proprietary and confidential
Automation
PERSONAL JOURNEY HUBS MODEL
8
Purchase
Onboarding
Expansion
Retention
Opt-in
Download
app
Learn about
feature
Increase
usage
Scheduling
Journey
Templates
Dynamic
Content
Goals
Journey
Stages

9. Roojoom Web Experiences LTD –
proprietary and confidential
Journey Analytics
Optimization
Content Channels
Personalization
Interactions
LEADING EACH CUSTOMER ALONG THEIR OWN JOURNEY
9
Every customer takes their own journey. The Personal Journey Hub is responsible for leading the customer along their
unique journey by providing them with personal experiences and content that best matches the goals of each stage.
Customer Data
Applies for
credit card
Receives and
activates card
Pays for vacation with
card
Signs up for
Citi Deals
Activates e-
statements
Downloads App
Applies for
Credit card
Receives and
activates card
Activates
autopay
Makes small
purchases with card
Explores
benefits
Makes large
purchase

10. 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 CX 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
10
Backend data
Interactions

11. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL JOURNEYS POWERED BY MACHINE LEARNING
11
Machine Learning Optimization
Goal completions
Reach-out response rate
Interaction completion
Content consumption
ions
Goal 1 engagement score
…
Goal N engagement score
Email channel score
SMS channel score
Onsite channel score
Social channel score
Digital time score
Digital quantity score
Soft CTS score
Expansion CTS score
Self care score
Interactivity score
Video score
Personal Digital Scoring (PDS)
Reach-out timing
Channel selection (Single/Multiple)
Best relevant content
Number of content items
InteractivityDWH

12. Roojoom Web Experiences LTD –
proprietary and confidential
PERSONAL JOURNEY HUB PROGRAM PROGRESSION
12
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.

13. Roojoom Web Experiences LTD –
proprietary and confidential 13
Discover
Engage
Buy
Use
CUSTOMER JOURNEY MANANGEMENT
Roojoom continuously and consistently
edits, curates, and delivers higher
quality personal content at every stage
of every customer journey, ultimately
increasing customer value.

14. Roojoom Web Experiences LTD –
proprietary and confidential
BENCHMARK PERFORMANCE
14
78% Lift in digital engagement
29% Lift in business goals
39% Increase in onboarding/activation success
12% Increase in measured customer value
9% Decrease in customer care calls
JD Powers / NPS rating

15. Roojoom Web Experiences LTD –
proprietary and confidential
SYSTEM ARCHITECTURE: AN ‘ALL-IN-ONE’ CONSOLIDATED SOLUTION
for lower time-to-market and optimized investment
15
Core
Scheduler
Anonymous
Customer
DB
Activity DB
Content DB
Hub
Workers
Dispatcher
Normalizer
CMS & Dynamic
Content Builder
Journey
Template
Setup
Goals
Setup
Reachout
Setup
Roojoom Messaging
(email) Server
Roojoom SaaS PlatformBrand Dataware
DWH
DMP
CRM
SFTP
API
External
Email
Server
Roojoom Player
ETL
Mobile & Desktop Browser
External
SMS
Service
Brand’s
Website
Roojoom
SDK

16. Roojoom Web Experiences LTD –
proprietary and confidential
SUMMARY
16
HYPER PERSONALIZATION
ALL-IN-ONE SOLUTION
BUSINESS KPIS
SUCCESS
Engage customers in a 1:1 interactive
relationship across channels, devices,
and products
Fast TTM with a scalable enterprise-grade
infrastructure using minimal integrations and
system dependencies
Improve and track business KPIs including:
Adoption, satisfaction, conversions, upsells,
engagement, call center savings,
and retention
Best practices and dedicated success analysts
ensure measurable program success

17. info@Roojoom.com