Xchange and DWL Fuel Customer Value with Highly Personalized Interactions through Customer Management Application

Kurt Peters

Integration of Xchange`s customer interaction solution and DWL`s enterprise customer management applications enables users to make the right customer offers to increase sales and drive customer profitability

Boston, Mass. - October 15, 2001 -Xchange(tm), Inc. (Nasdaq:EXAP), which specializes in helping businesses capture more profit in each customer interaction, and DWL Incorporated, a leading provider of enterprise customer management applications, today announced a marketing and development agreement to deliver more personalized profit generating customer treatment during transactions for insurance, consumer products and retail clients. In addition, the companies, which are both IBM Business Partners, will participate together in marketing events targeting common clients and prospects.

DWL will market the Xchange solution alongside DWL Unifi(tm), DWL Collaboration(tm), DWL Industry Applications, and DWL Customer(tm), which provide users with a single, enterprise wide view of each customer`s entire relationship with their organization. This solution set allows users to complete self -service transactions with multiple back-office, CRM and e-business systems through a single "consolidated" application. Xchange`s solution recommends the right treatment for individual customers to generate more value from customer relationships. Used together, the technologies offer a compelling value proposition in which Xchange`s solution leverages the single customer view presented by DWL to drive recommendations through the DWL business application interface.

For example, an insurance agent could use a DWL Industry Application to support a phone interaction with a customer. After integrating Xchange, in addition to easily viewing the customer`s complete relationship, the agent will be served recommendations about which cross sell, up sell, or other offers will likely grow the value of the customer on the other end of the phone. These recommendations will be dynamically generated as Xchange applies business rules to data collected on the call and historical customer data that has been unified from disparate sources by DWL`s products. DWL`s applications and several components of the Xchange suite are based on XML and Enterprise Java Bean technology.

"DWL recognizes that every customer interaction, whether over the phone, online or wireless, is an opportunity to either grow or decrease the value of that customer to the organization," said Simon Chong, Vice President, Marketing and Strategic Alliances at DWL. "As our clients rely on our consolidated applications to support their interactions, Xchange`s solution will show agents the most appropriate customer treatment to strengthen customer relationships and grow customer value," he concluded.

"By conditionalizing and tailoring offers based on each individual`s historical and real time behavior, organizations can dramatically increase the profitability of customers," said John Geraghty, director of alliances at Xchange, Inc. "Adding Xchange`s powerful personalization to DWL`s single view of each customer will create a roadmap to boosting loyalty and driving the bottom line," he said.

About DWL Incorporated

DWL enterprise customer management applications consolidate fragmented CRM, back-office and e-business systems into unified industry solutions.

DWL`s enterprise applications deliver a real-time business process platform and customer integration software to create new customer-centric business processes. This business process innovation improves operational efficiencies and strengthens relationships with consumers, partners and employees.

Founded in 1996, DWL is headquartered in Toronto with offices in New York, London, Paris and Sao Paulo. DWL clients include AXA, Manulife Financial, MetLife, Erie Insurance, Royal & SunAlliance, The Body Shop and Cara Foods. DWL has system integrator and platform relationships with IBM, Accenture, Sun Microsystems, BEA Systems and Palm Computing. For more information about DWL and its products and services, please visit www.dwl.com.

About Xchange

Xchange, Inc. solutions enable large global companies to lower costs and maximize profits by Capturing Value in Play(tm) through continuous customer conversations across all channels.

Xchange features the depth and open architecture large companies require to extract more value from their existing CRM investments by delivering online and offline multi-channel customer marketing campaigns that are integrated with call centers and all other customer touch points in real-time.

For more information on Xchange or to learn about our customer-focused software and services solutions, visit our Web site at www.xchange.com.

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Xchange and Xchange eMessaging are trademarks of Exchange Applications, Inc. UnifiÒ is a registered trademark DWL Incorporated. All other trademarks contained herein are the property of their respective owners.


Customer profitability, Customer relationship management, Electronic commerce, Sales, Technology Internet