Climate Change Data

Environmental Metrics

ESG Focus Areas

• Environment
• Social
• Governance

Environmental Achievements

• Reached carbon neutral a year earlier than planned
• Commissioned a project to make us ISO 14001 compliant
• Switched to vendors and service providers who have strong green credentials. Became a 100% renewable energy platform in Europe (aiming for all regions by June 2021).

Social Achievements

• Retained all colleagues during the pandemic, none were furloughed
• Offered customers enhanced access to the dotdigital platform (including chat and an additional email marketing account) free of charge to help mitigate the economic impact of the pandemic.
• Maintained and strengthened free learning events for clients (dotlives webinars)
• Redistributed funds from monthly dotlunches for staff to be donated to local hospitals and nurses fighting the virus.
• Took an open and honest stance on the Black Lives Matter movement and gave staff a learning day to commemorate Juneteenth.

Governance Achievements

• Aligned all risks under a single risk management framework and tools aligned to ISO best practice standards
• Increased cadence of Risk Committee meetings to six per annum
• Implemented a process for tracking risk treatment plans to manage principal risks
• Enhanced risk processes reflecting lessons learned from the Covid-19 pandemic

Climate Goals & Targets

Environmental Challenges

• Global economic disruption due to the Covid-19 pandemic impacting financial performance
• Reliance on revenues and resources from a single region
• Failure to attract, hire, develop, support and retain high-performing individuals
• Uncertainty surrounding Brexit and its impact on UK-based staff and operations
• Data privacy regulations (GDPR, CCPA)
• Increasing legislation and customer pressure for sustainable business operations
• Evolving technology and customer requirements
• Competitive environment
• Risks related to internet service providers (ISPs), reputation, and internet browsers
• Key platform integrations
• Loss of a strategic partnership
• Use of public cloud service suppliers
• Supplier and computer hardware related risks
• Information security and cyber risks

Mitigation Strategies

• Continued building of recurring contracted revenue stream; sufficient liquidity resources; increasing flexibility for customers around payment terms; quickly executable scenario plans; continued investment into Business Continuity planning
• Continual increase in international revenues outside of the UK; exploration into geographic expansion; monitoring of market conditions and political environment; distributing critical staff and engineering teams across regions
• Comprehensive learning and development programs; investment in flexible working arrangements and wellbeing programs; commitment to organisational structures and processes; regular evaluation of staff benefits; dotcommunity program
• Review of supplier and customer contracts; research and monitoring of legislative environment; strategies for dealing with EU staff; monitoring the potential impact of amendments to indirect taxes
• Open-door policy; public-facing Trust Centre; research into the impact of new legislation; provisioning of global instances of the platforms; ongoing monitoring of processes and policies
• Promote services as digital-first alternative; monitor key environmental impacts; benchmark key environmental data; set internal objectives; partner with organisations to offset emissions; transparency through Trust Centre; implement controls with vendors; foster internal culture of improvement
• Investment in development and monetisation of new solutions; product development strategy; focus on relevancy of platform; focus on conversational channels and data; evaluation and optimisation of product performance
• Reinvestment in new product features; global marketing presence; improvement of user experience; focus on content, delivery, and personalisation; investment in data, AI, and machine learning; listening to customers
• Platform functionality to help customers comply with anti-spam regulations; commitment to anti-abuse through industry groups; investment in technology to block trial accounts and bots; risk-based vetting of customers; deliverability, anti-abuse, and compliance team
• Maintain strong relationships with platforms; ensure platform policies align with third parties; continuous review of competing functionality; investment in key integrations
• Strengthen relationships with key partners; contractual arrangements; product and development strategy; services and functionality to enable customer migration; work with new partners
• Informed choice of cloud suppliers; resilient global instances of the platform; investment in reducing platform RTO; regular simulation of Disaster Recovery plans; strong relationships with cloud suppliers; due diligence of security processes
• Resilient platform architecture; research and migration to new technologies; tracking of message metrics; evaluation of suppliers and technologies; investment in and maintenance of IP addresses; review of upstream supplier routing options
• ISO 27001 certified ISMS; investment in information security program and technology; Cyber Essentials Plus Certification; vulnerability scanning; penetration testing; security culture; Cyber Insurance

Supply Chain Management

Responsible Procurement

• Commitment to paying suppliers within credit terms

Climate-Related Risks & Opportunities

Reporting Standards

Frameworks Used: ISO 14001

Certifications: ISO 14001

Environmental Metrics

ESG Focus Areas

• Environmental Sustainability
• Employee Wellbeing
• Responsible Marketing

Environmental Achievements

• Became the world's first carbon-neutral marketing automation platform.
• Obtained ISO 14001 certification.
• Signed the Terra Carta.
• London Bridge headquarters transitioned to 100% renewable energy.

Social Achievements

• Launched 'dotvoice' employee engagement program with four pillars: dotgreen, dotcommunity, dotDEI, and dotwellbeing.
• Provided two wellbeing days and a £100 annual wellbeing allowance to employees.
• Offered Udemy access to all employees for learning and development.
• Launched an inaugural user group in the Americas.

Governance Achievements

• Complied with the Quoted Companies Alliance (QCA) Corporate Governance Code.
• Established a Risk Committee and Social Committee.
• Conducted formal Board performance evaluations.

Climate Goals & Targets

Environmental Challenges

• Global economic disruption
• Data privacy regulations
• Evolving technology and customer requirements
• Competitive environment
• Internet service provider (ISP) risks
• Loss of strategic partnerships
• Use of public cloud service suppliers
• Supplier and computer hardware risks
• Information security and cyber risks

Mitigation Strategies

• Building recurring revenue streams, maintaining liquidity, flexible payment terms, scenario planning, business continuity planning.
• Open-door policy, Trust Centre, research into new legislation, global platform instances, ongoing policy monitoring, ISO 27701 certification, staff training.
• Investment in development, strong product vision, product roadmap, focus on relevant verticals, conversational channels, data leverage, platform optimization, Integration Hub.
• Market evaluation, product differentiation, investment in features and support, global marketing, user experience improvement, data and AI capabilities.
• Compliance with anti-spam regulations, anti-abuse technology, customer vetting, deliverability team, alternative message routes.
• Dedicated resources for partnerships, partner-first approach, agreement renewals, connector development, customer migration services.
• Best-of-breed cloud suppliers, resilient global instances, disaster recovery plans, hot stand-by databases, platform agnostic technologies.
• Resilient sending infrastructure, multiple suppliers, cloud infrastructure migration, message metric tracking, supplier evaluation.
• Security function, ISO 27001 certification, Cyber Essentials Plus Certification, technical controls, security culture, cyber insurance.

Supply Chain Management

Responsible Procurement

• Goal to pay all suppliers within credit terms.

Climate-Related Risks & Opportunities

Reporting Standards

Frameworks Used: QCA Corporate Governance Code

Certifications: ISO 14001, ISO 27001, ISO 27701, Cyber Essentials Plus

Third-party Assurance: Moore Kingston Smith LLP