WE WERE ON TOP OF THE WORLD

CUSTOMER EXPERIENCE NOW AT ALL TIME HIGH

HOW? We had a vision and stuck to it

We aim to be the leader in Customer Experience

we i

ntr

od

uc

ed

we a

re w

ork

ing

on

HOW? We introduced a dedicated team for the cause

DEDICATED TRANSFORMATION TEAM

BOOTS ON THE GROUND

IT’S ABOUT JOINT ACCOUNTABILITY

Initial focus on one service measure

On

Tim

e

Ge

t the

No

w,

righ

t no

w

BE PATIENT

On Time Service Performance

Index (H1)

Our service

reliability continues

to improve

2013

100

2014

102

2016 2015

104 106

2013

100

2014

123

2016

146

2015

125

Orange Experience Score

Index (H1)

Customers

value the results

of The Now

HOW? Transforming to a customer experience organisation

CUSTOMER CENTRIC PROCESSES ENABLED BY IT

EQUIP THE ORGANISATION FOR CHANGE

AN AGILE ORGANISATION

OUR JOURNEY CONTINUES

Organisations don’t change, people change thank you