Targeted & Customized Online Experience Using Content Campaigns

1. Targeted & Customized Online Experience Using Content Campaigns Attaining Global Alignment & Regional Flexibility Using LivePerson Content Targeting Janet Davila Global eCommerce Product Owner April 9, 2014

2. Targeted & Customized Online Experience Using Content Campaigns Who We Are Premier Farnell is One Global Company Connected By 3 Primary Brands • Newark element14 in Americas • Farnell element14 in Europe • Element14 in Asia Pacific • Worldwide Distributor of Electronic Components • Products needed to assemble the next generation of cool new devices • Over 40 eCommerce Sites in 23 Languages • Manage Across 3 Regional Marketing Groups • Deliver Relevant Content on Each Site

3. Targeted & Customized Online Experience Using Content Campaigns What We Need Successful Management of Online Experience on a Global Scale • Globally Aligned Best Practices & Guidelines • Regional & Local Language Customization Capabilities What We Do • Guide Customers Throughout the Online Journey • Online Merchandising How We Do It Right • Right Audience • Right Place • Right Message • Right Time

4. Targeted & Customized Online Experience Using Content Campaigns What We Accomplished with LivePerson Content Targeting Ran 49 Campaigns Across the Globe within 6 months • 16 Web Sites using 9 Different Languages • Americas Generated Incremental Revenue Over 6 Campaigns within 4 Months • 1.74% Average Click Through Rate • 15.5% Average Click Through Conversion • 4.0 ROI

5. Targeted & Customized Online ExperienceUsing Content Campaigns How We Make Global Work: One Shared Global Console for LivePerson Content Targeting Start Up Phase • Setup Regions with a single POC for each Group • Each Region with own cadences, level ofexpertise, & online objectives • 4 or 5 Users Globally Growing & Learning • Challenges of Multiple Time Zones • Managing Training Needs of a growing list of users • Communication & Management of Technical Issues on a global scale • Tool Limitations & Working Smarter

6. Targeted & Customized Online ExperienceUsing Content Campaigns How We Make Global Work: One Shared Global Console for LivePerson Content Targeting What Works Today • Consistent & Reliable Communication • Resource Portal on our Intranet • Self-Service: Instructions & Basics • Share Established Best Practices & Guidelines • Monthly LivePerson Content Targeting User Forum • Sharing Ideas and Current Challenges • Sharing of Campaign Results and Campaigns Ideas

7. Targeted & Customized Online ExperienceUsing Content Campaigns How We Make Global Work: One Shared Global Console for LivePerson Content Targeting What Works Today • Global Management of Growing User Base • Rolled Out Permission Groups • Establish a Marketing POC for Each Region • Regional Admin & Expert • Planned Management of Segments, Campaigns & Offers • Planned Out & Managed Deployments • Regular Maintenance & Removal of Expired Content Targeting • System Keeps 13 Months of Data if components are removed

8. Targeted & Customized Online ExperienceUsing Content Campaigns What We Do with LivePerson Content Targeting • Guide Customers Throughout the Online Journey • Festive Greetings • Geo-targeted events (Local Conferences) • Re-register if you have not logged in within 12 months • Messaging for products showing incorrect stock amounts on specific page types • Product Discontinued Notices • Service Disruption Notice

9. Targeted & Customized Online ExperienceUsing Content Campaigns What We Do with LivePerson Content Targeting • Online Merchandising • Promotional Offers • 24 Hour Promotion • Reminder of Promotion on key PDP related to Promotion • Link Promotion to Landing Pages • Banners with Voucher Codes • Affiliate Partner Promotions • Special Promo codes to visitors coming from specific affiliate sites • Receive impressions on affiliate sites in exchange for promotions on our sites

10. Targeted & Customized Online ExperienceUsing Content Campaigns What We Do with LivePerson Content Targeting • Online Merchandising (Continued) • AOV Builders: Shown at Shopping Cart • Displays Offer for Discounted item with minimum purchase in cart • Displays Order Code for Bundled Items • Add to Cart Promotion: End Cap/Shopping Aisle Promo • Supplier / Manufacturer Promotions • Product Proposition Banners • Supplier Banners up selling products • Supplier Banners highlighting Supplier Specific promos (Gift w purchase)

11. Targeted & Customized Online ExperienceUsing Content Campaigns What We Do with LivePerson Content Targeting • Online Merchandising (Continued) • Advertising (Generate Revenue) • Content TargetingBanners included in digital packagessold for increased exposure on our sites • Lead Generators • Explain benefits of logging in • Encourage email subscriptions • Register for drawings

12. Targeted & Customized Online ExperienceUsing Content Campaigns How We Do it Right… • Right Audience • Right Place • Right Message • Right Time …We Bring it All Together with LivePerson Content Targeting • Segments + Offer = Campaign • Segments • Right Audience + Right Place • Offers • Right Message • Campaigns • Right Time Let’s Walk Through a Use Case… ...First We Need to Walk Through How We Do it Right

13. Targeted & Customized Online ExperienceUsing Content Campaigns How We Do it Right … …We Use a Planned Approach with LivePerson Content Targeting Segments : Right Audience & Right Place • Managing Global Use • Establish Naming Convention • Label Segments • Use Filters • Planned Approach to Segments • Minimize # of Segments Offers: Right Message • Managing Global Use • Same Offer Across Region, when appropriate • Same Graphic Can be Used for Multiple Languages • Customize Delivery of Message to Suit • Displaying Messages: Overlay, Peeling Corner, Toaster, Slide Out • Graphic Templates • Custom Graphic • Customized Code for Display + Custom Graphic

14. Targeted & Customized Online ExperienceUsing Content Campaigns How We Do it Right … …We Use a Planned Approach with LivePerson Content Targeting Campaigns: Right Time • Managing Global Use • Use Same Name as Segments • Planned Approach to Campaigns • Single Campaign with Multiple Locally Customized Offers across a Multiple Sites • Set Time Frame, Amount of Time, & Frequency in which Visitors See Message • Weight Message Against other LiveCampaigns Now Let’s Walk Through a Use Case…

15. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Segments: Right Audience + Right Place • Visitors who have landed on a Group or Category of URLs

16. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Campaigns: Right Time • Start & End Date • Control Group • Cap for Visitor Impressions • Cap for Session Impressions • Weighted Against OtherCampaigns

17. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Offers: Right Message • Configure CustomizedGraphic Features

18. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Offers: Right Message • Use a Banner Template • Customized Graphic

19. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Offers: Right Message • Configure Customized Graphic Features • Offer Name • Segment • Redirection URL • Image URL for Custom Image • Configure Settings • Advanced Settings • Light Box • Collapse after x Seconds

20. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Appears for Specific Visitor Segment • Adds Item to Cart On-Click

21. Targeted & Customized Online ExperienceUsing Content Campaigns Use Case: Shopping Cart AOV Builder Promotion (Add To Cart) • Segments + Offer = Campaign • Reporting Results • Report by Campaign • Report by Offer • Americas Generated Incremental Revenue Over 6 Campaigns in 4 Months • 1.74% Average Click Through Rate • 15.5% Average Click Through Conversion • 4.0 ROI

22. Targeted & Customized Online ExperienceUsing Content Campaigns Q&A