CUSTOMER EXPERIENCE MANAGEMENT...Guided by customer journey mapping Compliant with regulations Policies, statements, bills Email & SMS Complex documents Communications, letters Forms

Chris Hartigan, Chief Solution Officer CXM

CUSTOMER EXPERIENCE MANAGEMENT

19 October 2020

EDUCATION SESSION #1

2

Disclaimer

FORWARD-LOOKING STATEMENT

This presentation contains forward-looking statements (made

pursuant to (i) the safe harbour provisions of the Private

Securities Litigation Reform Act of 1995 and (ii) the principles of

the French Autorité des Marchés Financiers' guide to periodical

disclosures of listed companies (DOC-2016-05) of 2020 ), which,

by their nature, involve a degree of risk and uncertainty. Forward-

looking statements represent the Company’s judgment regarding

future events, and are based on currently available information.

Consequently the Company cannot guarantee their accuracy and

their completeness. Actual results may differ materially from

those the Company anticipated due to a number of uncertainties,

many of which the Company is not aware of.

For additional factors that may cause the Company’s actual

results to differ materially from expectations and underlying

assumptions, please refer to the reports filed by the Company

with the Autorité des Marchés Financiers (French Financial

Markets Authority – “AMF”).

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Discussion topics

1Introduction to Quadient

4 Summary

2Overview of Quadient software solutions

3Quadient CXM overview

Introduction to Quadient

5

100+ EXTENSIVE

PARTNERS AND DEALERS

A snapshot of Quadient

€1.1BN+REVENUE IN 2019

+1.6% ORGANIC GROWTH

(2019)

500K+CUSTOMERS WORLDWIDE

200+ YEARS EXECUTIVE TEAM

EXPERIENCE

4 MAJOR

SOLUTIONS

5,600PASSIONATE EMPLOYEES

GROWTH ENGINES

+ 18.9%*

(2019)

750+ENGINEERS

€

*Organic revenue change in 2019 versus 2018 within Major Operations

5

6

2019 revenue by region

FR

€421MMain European

countries

CZ

UK

FR

NL

R&D centers: Czech Republic, USA, France, Ukraine

Manufacturing/Supply chain: France, UK,Netherlands, Hong Kong, USA

USUSUS

€149MAdditional Operations

€50MInternational

€523MNorth America

€994MMajor

Operations UA

HK

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Quadient global footprint:Our solutions are used in more than 90 countries

Solution Overview

QuadientX-series

Quadient Customer Journey Explorer

8

Every day, we help companies create 788 million connections with their customers

Our purpose is to simplify the connection between people and what matters

Based on main geographies, usage of Quadient solutions and insights into customer use cases

27Mphysical

communications

387Kdocuments

BUSINESS PROCESS AUTOMATION (BPA)

MAIL-RELATED SOLUTIONS (MRS)

137Kpackages/

parcels

PARCEL LOCKER SOLUTIONS (PLS)

760Momnichannel

communications

CUSTOMER EXPERIENCE MANAGEMENT (CXM)

WELCOME LETTERS

MEDICAL RESULTS UNIVERSITY ACCEPTANCE LETTER BIRTHDAY PRESENT

INSURANCE CLAIM

INVESTMENT REPORTS

NEW OUTFIT

INVOICE

~190 billion connections

a year8

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BUSINESS PROCESS AUTOMATION (BPA)

Revenue growth

+18.8%*

CUSTOMER EXPERIENCE MANAGEMENT (CXM)

Quadient’s Customer Experience Management (CXM) helps companies create a nimble, effective and unified customer communications infrastructure to deliver a complete omnichannel experience that spans the entire customer journey

Revenue growth

+12.6%*

• Targeted customers: mid to large enterprise in highly regulated

industries require compliant customer communications

• Moving to a SaaS and subscriptions

• Market size

CXM: ~€4Bn

~10% growth

Players: OpenText, Smart Communications, Syncsort, Adobe, Newgen,

niche digital use-case providers

Software 2019 revenue

€203M**

Quadient’s Business Process Automation (BPA) solutions help small and medium-sized organizations optimize operational costs, improve customer and employee experience, and drive business growth by automating business-critical outbound and inbound processes• Targeted customers: Small and mid-size companies that are far less

advanced in digitalizing their processes, push for digitalization driven

by COVID

• Moving to a SaaS and subscriptions

• Market size

Hybrid mail, automate/digitalize the entire payment management

process: ~€3Bn

SMBs cloud-based solutions: ~15% growth

Players: billtrust, bill.com, medius, VersaPay, Objectif Lune, Unifiedpost,

Esker

Synergistic and fast-growing software business solutions…

*Organic revenue change in 2019 versus 2018 within Major Operations; ** Within Major Operations

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…Complemented with our smart hardware solutions

PARCEL LOCKER SOLUTIONS (PLS)

Quadient's suite of inbound and outbound Parcel Locker Solutions help retailers, shipping carriers, universities and property management companies manage a growing volume of parcel deliveries and returns

MAIL-RELATED SOLUTIONS (MRS)

Quadient’s Mail-Related Solutions (MRS) simplify mail, with smart hardware, software, and expertise required to deliver accurate, compliant and timely physical communications

• COVID increasing share of ecommerce vs physical retail, driving

more parcel volumes

• Last mile delivery experiencing double digit growth

• A nascent multi-local business in step with the booming number of

parcels and customer acceptance for contactless delivery

• Market size

Over 50m smart locker boxes (USA/France/Japan/UK/Germany)

25m (USA) and 9m (Japan) smart locker boxes

Players: Assa Abloy (LuxerOne), Amazon, InPost

Revenue growth

+36.8%*

Revenue growth

-2.8%*

Hardware 2019 revenue

€791M**

*Organic revenue change in 2019 versus 2018 within Major Operations; ** Within Major Operations

• Letter mail remains a large market despite the decline in physical

mail pushed by digitalization encouraged by regulations and COVID;

high barriers to entry

• The US market represents c.50% of the world

• Market size

~€3-4Bn including production mail

~€2-3Bn excluding production mail

Players: Pitney Bowes, Francotyp-Postalia, Frama, Bluecrest, Kern

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A portfolio of solutions with highly recurring revenueand strong business model commonalities

SMART HARDWARE SOFTWARE

SOLUTIONS MAIL-RELATED SOLUTIONS PARCEL LOCKER SOLUTIONS BUSINESS PROCESS AUTOMATIONCUSTOMER EXPERIENCE

MANAGEMENT

BUSINESS MODEL

RECURRING

• Rental and leasing (installed base)

• Maintenance (installed based/ maintenance pricing)

• Supplies (MRS: consumption/ mail volume)

• Subscription / Consumption (PLS: usage)

• Subscription (SaaS) (installed base)

• Consumption (usage)

• Maintenance (installed based/ maintenance pricing)

• Professional services (time and materials)

NON-RECURRING Hardware sales (units sold / price per unit) License sales (units sold / price per unit)

CUSTOMERS

• Small and medium-sized

businesses

• Large accounts

• Residential

• Universities in the U.S. (cross sell)

• Corporates (cross sell)

• Retailers

• Carriers

• Upper range of small and medium-sized business

• 70% of Business Process Automation customers come from Mail-Related Solutions

• Large and enterprise accounts

RECURRING REVENUE c.70% c.60% >70% c.70%

Overview of Quadient Software

Solutions

Quadient Customer Journey Explorer

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2012 H1 2020

CXM

BPA

€43M

Acquisition of GMC Software (now Inspire) Customer Communication Management (CCM) platform, specialized for Print Service Providers market

Beginning of vertical diversification targetingFinancials Services, Insurance and other Enterprise customers

Expand footprint and reinforce leadership in Germany and Insurance vertical thanks to acquisition of Icon

Leverage and adapt GMC acquisition technology and IP to offer to Small & Mid Businesses (SMB) on-premise software (OMS) for simple document management

€63M*

Acquisition of YayPay, leading US based, FinTech specialized on Account Receivable cloud solution

2016 2018

€140M*

+€13M2016 Icon revenue

Greater vertical diversification targetingUtility, Telco, and Government customers

2019

Launch ofImpress cloud

Further cloud-based modules Inspire R14

Acceleration of Indirect channelnew worldwide partnership with Infosys

Integration with Kitewheel for customer Journey orchestration

Deliver expanded cloud and omnichannel communication delivery features

Global partner network expanded

Established JV with Esker for distribution

2014

Leveraging our history and track record of organic growth initiatives, successful acquisitions and integration of software companies, our Back to Growth strategy focuses on scaling Quadient software solutions to become a market leader

* Within Major Operations

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Quadient software solutions strategy is to leverage its flagship technology for companies of all sizes to manage digital communications, deliver personalized interactions and drive better experiences while benefiting from the synergies of Quadient MRS’ 500K customers utilizing its smart hardware solutions managing physical communications

CUSTOMER

EXPERIENCE

MANAGEMENT

BUSINESS

PROCESS AUTOMATION

QUADIENT SOFTWARE SOLUTIONS€203M**

+14,5%*

CUSTOMER SEGMENT

Enterprise

Medium to Large

Small to Medium

CXM€140M**

+12.6%*

BPA€63M**

+18.8%*

500K Quadient Mail-Related

Solutions customers

CUSTOMER NEEDS

* Organic revenue change in 2019 vs. 2018 in Major Operations** Within Major Operations

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Shared Intellectual PropertyLeverage components of CXM

solution & adapt it for lower tier customers

MRS Scale document composition

& deliver communication across channels

Empower business

users

Deliver experience that matter

Quadient Customer Experience Solution

Overview

QuadientX-series

Quadient Customer Journey Explorer

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7 of the top 15largest financial

services companies worldwide

+600employees,

with over 40% in R&D

Strong

double digitgrowth in SaaS

1,600+customers worldwide

in 2019

Strong

profitabilityin 2019

€140M€revenue in 2019

+12.6%organic growth

vs 2018

c.70% recurring revenue

6 of the top 15largest insurance

companies worldwide

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Quadient Customer Experience Management (CXM) software solutions in a nutshell

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Quadient CXM helps highly-regulated companies managesecured, compliant, personalized customer communications at scale

Deliver content that is:

Mobile and digital ready

Governed by approval processes

Managed by business users

Generate communications that are:

PersonalizedReady for delivery via

any channel

Guided by customer journey mapping

Compliant with regulations

Policies, statements, bills

Email & SMS

Complex documents Communications, letters

Forms

Mobile and web content

Improve the touchpoints that matter most to their customers:

QUADIENT’S CUSTOMERS USE CXM SOFTWARE TO…

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Print/Mail Website Mobile App

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As an example, thanks to Quadient CXM, Northwestern Mutual creates, manages and distributes life insurance annual policy statements to millions of customers through multiple different communication channels

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Print Output

Archive

Intelligent FormsEmail,

SMS Mobile Platforms

HTML5 Output

Web App

Customer Journey Mapping, Analytics & Orchestration

Integrates with all relevant core systems used by our customers

Supports delivery of communications via any desired communications channel based on end user preference

Data and content extraction

Compliance

Templatedesign and management

System integration

Asset management

Workflow management /rules

Core Transactional Systems Legal &

ComplianceMarketing

Automation

Digital Asset and Content

Management

Legacy Databases

ERP

CRM

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Quadient CXM software integrates data through connectors (API) from any core business platform(s) to build and distribute communications out through any communication channel

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Quadient CXM software enables organizations to create communications leveraging complex data integration and business rules capabilities for delivery via any channel

Map all systems data that needs to be integrated into the communications

Deliver communications to the end users

Design the communications template enriched & personalized with

customer data

Define business rules to map the communications to the desired

touchpoint

Proof communications across any channel

Empower business users to adapt communications when needed

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Quadient CXM customers are delivering 760 million complex and compliant mission critical communications every day

Leading Global Asset Management company with

$3.3 Trillion assets under management and 25 million

customers

1 billion+ customer communications delivered annually

Uses Quadient to design, deliver and manage account statements, invoices, trade confirmations

Manages thousands of federal and state compliance regulations that govern customer communications

$70 Billion Global Insurancecompany with 90 million

customers

1 billion+ communication touchpoints delivered annually

Uses Quadient to design, deliver and manage complex policies, renewals, correspondence.

Has deployed Quadient in 7 different countries to serve global client needs

€4 Billion European Gas Utility with 12 million customers in

deregulated market

250 million customer communications delivered annually, including bills and statements

Competitive market with competition largely driven by customer experience

Uses Quadient to manage communications as well as build and design Customer Journeys maps to optimize customer engagement

$11 Billion Healthcare Diagnostics company on the

front lines of the Covid-19 pandemic

1+ billion annual doctor and patient communications

Committed to <1 second turnaround for critical test result delivery

Uses Quadient to communicate hundreds of millions of COVID-19 test results quickly and securely

Example of Quadient CXM customer case studies

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Banking Other

Financial Services

Insurance HealthcareUtilities /

TelcosService

Provider

Quadient CXM goal is to continue growing market share in:

Government

Developing market presence in:

Sample of Quadient CXM customers by vertical

From a strong core market share originally in Print Service Providers, Quadient CXM has grown by transitioning to the enterprise and government segments

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Across all regulated industries, Quadient CXM helps companies reduce costs, mitigate risk, and grow revenue with every communication sent

Every customer communication…

Requires content and data from multiple systems

Contains sensitive customer information

Must comply with constantly changing regulatory requirements

Must adhere to corporate brand standards

Has to be customer-centric and personalized

Must be delivered on time

Has to be available via any distribution channel

Has to be produced and delivered at enormous scale

Must be correct

…which helps them capture enormous business benefits…

Operate with efficiency and agility

Automate complexity

Manage multiple communication types from a single platform

Reduce / eliminate data security issues

Navigate complex compliance rules

Enhance customer engagement and elevate customer experience

Reduce costs, mitigate risk, and grow revenue with every communication sent

…therefore our customers need a single platform

that…

Integrates content and data from across the business

Manages complex business rules and workflows

Adheres to regulatory compliance requirements

Supports marketing standards

Enables personalization for every customer

Can run in an "always on" manner

Supports a growing array of communication channels

Can easily run at massive scale

Never fails

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Quadient CXM platform is delivered in a modular way, with flexibility of private or public cloud deployments and configurations

Quadient Inspire Customer Communications Management

Quadient Customer Journey Explorer

“Any-Premise” Deployment Self-Managed

Quadient Cloud Deployed Quadient Managed

Quadient Digital Advantage Suite

Quadient Interactive Suite Business User Enablement

Rich feature setRobust orchestration leveraging

artificial intelligence

Growing SaaS and microservice development approach

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Quadient Inspire Modules

Deployment options

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AREAS OF CONSIDERATION:

Customer preference

Security requirements

Partner engagement models

Operational requirements

Transition to support all customer requirements

“We need to sell it each year”

• Term / Perpetual License:

• Up front payment

• New customers and upsell

From:

Majority of software license as ONE-OFF

Non-Recurring Revenue

• Perpetual License sales

Recurring Revenue

• SaaS license – Public Cloud

• Subscription license – On premise/Private Cloud

• Consumption (usage)

• Maintenance

• Professional services

“We need to grow it each year”

• Subscription / SaaS license:

• Recurring revenue

• New customers and upsell

To:

Majority of software license as RECURRING

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Quadient CXM business model is evolving progressively from a one-off & upfront license purchase to recurring subscription or SaaS, further growing our recurring revenue

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c.40%Main European

countries

c.20%International

c.40%North America

€140M*

CXM

*2019 revenue within Major Operations

Diversified go-to-market with expanding growth levers

Primary global go-to-market is using direct salesforce

c.10% - 20% of opportunities originate from the Mail-Related Solutions direct sales organization

c.20% - 25% of opportunities originated by over 30 local and global go-to-market partners

Small but growing share of business driven from OEM partners who leverage CXM technology in their own platforms

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Quadient CXM benefits from a strong and diversified go-to-market organization across all regions to sell our solutions and support our customers

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Customer Experience Management (CXM)

Customer-centric

Market drivers: revenue growth from enhanced customer engagement and differentiated customer experiences

-> Focus on connecting measurable outcomes to communications and their impact throughout the customer journey

Enhanced Customer Communication Management

Business-driven

Market drivers: digital transformation, business user enablement, time-to-value, business agility

-> Move at the speed of businesswith an understanding of line of business metrics. and inputs of importance

Quadient CXM market is evolving from traditional Customer Communication Management to a larger and faster growing Customer Experience Management market

Core Customer Communication Management

/ Document OutputCompliance-driven

Market drivers: compliance, cost control, scale, performance

-> Manage high volume compliant communications with automation and efficiency

c. €4Bn c.10%

CXM Market

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Mid and long-term, industry analysts are optimistic on the future of the CXM market, and Quadient is well positioned to benefit from its future growth

Effective management of omnichannel customer communications will become more strategicthan ever

Cloud delivery will be in greater demand due to business continuity implications

Businesses will look for more digital transformation opportunities than ever before

Many organizations will realize they need to replace their antiquated CCM platforms

By 2023, over 75% of all customer communications management implementations will be cloud or hybrid solutions

Core CCM Enhanced CCM CXM

Adoption of electronic delivery for service communication, often regulated, remains alarmingly low, still approaching only 10% to 20% in mature industries like insurance and banking. Enterprises should be looking to replace monolithic legacy document-generation systems with a set of communication services that supports multichannel communications, support mobile content and deliver a more personalized and contextual customer experience

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Quadient CXM is recognized as a leader by industry analysts

CXMCustomer-centric

Best-in-in-class CCM capabilities stemming from rich document management legacy

Robust omnichannel design handles most complex communications

Flexible deployment options supports varied security requirements and cloud preferences

Customer Journey Mapping solution with market-leading journey and analytics

Leadership position in driving communications through customer experience lens

Market leading customer satisfaction scores validated by analyst firms

Strengths and competitive differentiators

Summary

QuadientX-series

Quadient Customer Journey Explorer

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In summary, Quadient CXM software is at the heart of our company strategy and critical to our technology solutions

Recognized as a leader by all industry analysts

With a decade long track record of double-digit and profitable growth fueled by successfully integrated acquisitions, Quadient is a well-established global software business

Well positioned to benefit from a fast (double digit) growing and large addressable market (€4Bn)

Continued innovation to progressively evolve its flagship platform from on-premise to cloud model and expanded customer experience capabilities

Expanding CXM customer base from PSPs, financial and insurance segments into government, telcos and utilities across all major regions across the globe

Taking advantage of a strong multichannel sales organization with established partners, direct sales teams and synergies from Quadient core MRS business through cross sell and bundles within 500K existing customers

Leveraging strong R&D and IP synergies across the software solutions of Quadient and continue to expand the SMB reach through Quadient BPA solutions

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INVESTOR RELATIONS

[email protected]

https://invest.quadient.com/

NEXT EVENT

• Q3 2020 sales: 23 November 2020