1

Grow existing business with improved customer service experience

04 NO

VEMBER 2015 –

@ST_M

ORITZ

2

We are facing tough challengesGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

Increasing competition and eroding margins

1. Commoditization

Nearly 7 billion mobile subscriptions worldwide

2. Saturation

Customers raise expectations beyond categories

3. High Expectations

04 NO

VEMBER 2015 –

@ST_M

ORITZ

3

THE CHALLENGE:

Trust and engagement

Telcos are inevery pocket

But people arenot engaged

The lost connection

Layers of engagement04 N

OVEM

BER 2015 –@

ST_MO

RITZ

4

Emotional

Cognitive

Physical

DREAM & ASPIRATIONSMEANINGFULPLEASURABLE

USEFULEASE OF USE

RELIABLEFUNCTIONAL

1990 Today Future

04 NO

VEMBER 2015 –

@ST_M

ORITZ

5

Customers are more connected, smart and demanding than everGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

Every day you are loosing out04 N

OVEM

BER 2015 –@

ST_MO

RITZ

6

Exponential growth of connectivity fuels

the opportunity

TIME

PEOPLE-DRIVENto ∞7

DRIVING PEOPLEfrom

Fundamental shift in perspectiveGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

04 NO

VEMBER 2015 –

@ST_M

ORITZ

SERVE EXISTINGBEHAVIOURS

TAP INTONEW DESIRES

GREATER PRESENCE

8

04 NO

VEMBER 2015 –

@ST_M

ORITZ

2 31

9

04 NO

VEMBER 2015 –

@ST_M

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9

How can you be present across life? Can you add value where your customers are and become associated with the good things people enjoy?

3. T

AP

INT

O N

EW

DE

SIR

ES

1. GREATER PRESENCE2

. SE

RV

E E

XIS

TIN

G B

EH

AV

IOU

RS

10

04 NO

VEMBER 2015 –

@ST_M

ORITZ

10

Some 70 million people are aged over 60 in Europe today.

What are their needs? Can you serve them better?

3. T

AP

INT

O N

EW

DE

SIR

ES

2. SERVE EXISTING BEHAVIOURS

1. GR

EA

TE

R P

RE

SE

NC

E

11

04 NO

VEMBER 2015 –

@ST_M

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11

2. S

ER

VE

EX

IST

ING

BE

HA

VIO

UR

S

1. GR

EA

TE

R P

RE

SE

NC

E

3. TAP INTO NEW DESIRES

Customers are showing us the way.

Can you co-create with lead-users or probe customers with new ideas to find and leverage growth opportunities?

SERVE EXISTINGBEHAVIOURS

TAP INTONEW DESIRES

GREATER PRESENCE

12

04 NO

VEMBER 2015 –

@ST_M

ORITZ

GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE