This document provides an overview of Clarabridge Enterprise, a customer experience management software. It has three key capabilities: it is built for CEM, quick to deploy, and enterprise class. It allows companies to systematically transform feedback from various sources into customer experience intelligence. The document also describes how Choice Hotels used Clarabridge to analyze millions of pieces of customer feedback annually, leading to improvements like a 30% reduction in call handling times.

1. Clarabridge Enterprise Overview Systematically Transforming Feedback into Customer Experience Intelligence

2. The World’s Largest Companies Rely on Clarabridge for Enablement of Their Customer Experience Management (CEM) programs Clarabridge Enterprise sets the standard: BUILT FOR CEM QUICK TO DEPLOY ENTERPRISE CLASS

3. About Clarabridge Inc. HQ in Reston, VA; Over 100 Employees 100% focused on CEM Provider of Market Leading 4th Generation Text Mining CEM Software Enterprise Standard Across Many Global 1000 Companies

4. Choice Hotels Case Study Choice Hotels International, Inc. (NYSE: CHH) franchises more than 6,000 hotels, representing more than 485,000 rooms, in the United States and more than 35 other countries and territories.

5. The Problem “We get a lot of unstructured feedback from our guests, and increasingly we saw the need for detailed analytics in order to make sense of all of it.” Mark Weiner, VP Customer Care and Reservations Millions of pieces of VOC per year Call center notes, emails, surveys, reviews online Manually analyzing feedback Inaccurate and not scalable Limited analysis and limited details Root causes unattainable

6. Sources Solicited Guest Satisfaction Surveys Guest Relations Contact Center Emails Customer 2 Business Unsolicited TripAdvisor Reviews Social Media:Forums, Blogs, News Customer 2Customer

7. Manual Distribution Manual Distribution Manual Analysis Manual Analysis Siloed Analysis Solicited Customer 2 Business Unsolicited Customer 2Customer

8. The Impact of the Problem VOC data remains unused Limited ability to provide actionable feedback for poor performing properties Inefficient process for addressing corporate and GM/owner questions and concerns Limited ability to impact LTR/ADR

9. Customer Experience Management Customer Experience Executive/Team ORGANIZE Clarabridge Systematically Enables the CEM Process

10. Systematic Infrastructure Enterprise Clarabridge Enterprise Deliver Transform Collect Qualitative Solicited Quantitative Customer 2 Business Unsolicited Internal 2 Internal Ad-Hoc Uploader Customer 2Customer

11. Making Sense of it All Linguistic Processing Auto-categorization Machine Learning Advanced sentiment scoring Reporting and analysis

12. The Results: Real ROI, Guest andFranchisee Value So far… Lower AHT by 30% in Guest Relations Call avoidance 6% reduction in calls from owners/operators 5% reduction in calls from guests 80% reduction of manual analysis Increased “Likelihood to Recommend” = increased “Average Daily Rate” by 1.7% for worst performing properties Accurate data = the right business decisions

13. Keep Up With Your Customer’s Voice The Benefits of a Systematic Infrastructure: Eliminate manual coding efforts Dramatic increases in contextual insights and actions Enable CEM competency Daily quantification of qualitative feedback Continuous analysis Real time alerting on emerging issues True customer perspective analysis Immediate new and historical analysis and more…