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Spark Home, Mobile & Business Commentsopens in New Window Spark New Zealand 2015 Spark Home, Mobile & Business Chief Executive Officer Jason Paris 1 | sparknz.co.nz Spark New Zealand 2015 Continued momentum in market despite industry risk Page 2 Spark New Zealand 2015 Continued momentum in market despite industry risk (ctd) (1) (1) Page 3 (1) Source: Oct 2015 IDC New Zealand Telecommunications tracker Spark New Zealand 2015 Strategy update Page 4 Spark New Zealand 2015 #1 Provider of mobility, data and cloud solutions Page 5 Spark New Zealand 2015 Best run and most efficient business Page 6 Spark New Zealand 2015 Customer inspired Page 7 Spark New Zealand 2015 Outcomes / measures of success Page 8 Spark New Zealand 2015 Spark Ventures Chief Executive Officer Rod Snodgrass 9 | sparknz.co.nz Spark New Zealand 2015 Our context is the connected digital world Spark New Zealand 2015 Our focus is on connected digital experiences • Connectivity and sharing • Content and entertainment • Smart living • M-commerce and advertising • Vertical e-markets • Data and applications • Digital innovation and Our ventures are centred around creating transformation connected digital experiences that deliver consumer engagement and revenue growth from • Experience and design leveraged capabilities and platforms Page 11 Spark New Zealand 2015 Success will be signposted across four key lenses Page 12 Spark New Zealand 2015 The current Ventures portfolio Validate Build Launch Grow e-Health Precision Agriculture Digital Advertising Smart Cities Page 13 Spark New Zealand 2015 Update Revenue and viewing minutes . Pursuing a share of Pay TV profits are moving this way by fueling the transition towards online and on-demand delivered media Ad Funded . Revenue growth will be driven by Revenue subscriber uptake and TVNZ OD YouTube Mediaworks engagement which will take a few TVNZ years to achieve . Aiming to differentiate from global providers through ‘localising’ Subscription Lightbox content mix and leveraging and Transactional existing network and customer Revenue relationship advantages iTunes Netflix Sky . We expect to pivot several times as we learn, the market takes Established New Entrants shape and opportunities present Players (on demand viewing) (appointment viewing) Page 14 Spark New Zealand 2015 Update 2015 Volvo Ocean Race Origin of Domestic Visitors during Auckland Stopover . At the forefront of a new market with the potential to deliver significant economic value to NZ . Success will be built on our: • Scale • Unique data sets • Data science talent • Existing customer relationships . Focused on three product suites: • Tourism insights • Transport • Customer segmentation 200,000,000,000 Total number of data points already on the Qrious data platform Page 15 Spark New Zealand 2015 Update Already seeing strong interest via website traffic and social interactions with 27% brand awareness . Pursuing a share of profits in the fragmented smart living and 75,000 security sectors Website sessions . Revenue growth driven by: • Subscriber uptake 2,500 • Adoption of multiple smart living Facebook followers services . Success will be built on: Attachment rates for add-ons are performing well • Superior user experience and customer propositions Door/window sensor • Leveraging established distribution channels and Motion sensor customer relationships Smoke alarm • Ability to aggregate and become the trusted brand for Smart Image sensor Living services Video camera Page 16 Spark New Zealand 2015 We have already achieved a lot over the 24 months • 10 new Ventures in market generating revenue • ~150 staff • >500,000 new Spark relationships • Tens of millions of new revenue growth • Demonstrable Spark portfolio benefits • Leading the new ways of working • Living and learning digital, disruption, design, development, and data Page 17 Spark New Zealand 2015 And we have learnt a number of lessons 1. Have unreasonable ambitions 2. Get the right model and mandate 3. Obsess on the user experience 4. Think customer back 5. Challenge everything 6. Use design thinking, lean and agile 7. Design mobile and digital first 8. Be fast and data driven 9. Build digital DNA, talent and culture 10. Follow the money Page 18 Spark New Zealand 2015 What’s next? . Development of emerging ‘next’ ventures: • Smart Cities • Smart Verticals – health, education and rural • Mobile/digital advertising • Ventures2.0 . Embedding the Digital First Programme into plans and accelerating execution of identified first up initiatives and enablers Page 19 Spark New Zealand 2015 Digital First Programme Update 20 | sparknz.co.nz Spark New Zealand 2015 Context: We live in the digital age Page 21 Spark New Zealand 2015 Digital disruptors are winning with frictionless digital experiences We will aim to offer world-class digital experiences similar to those our customers are receiving from digital disruptors who focus primarily on the experience layer Re-imagined the taxi Removed geographical barriers for experience customer back – freelancers by establishing the world’s making it better for both largest online workplace where businesses consumers and drivers and independent professionals connect and collaborate remotely Has made the short term The world’s first cardless bank. Disrupting rental market more convenient banking by using social, mobile and and appealing than traditional gamification technology to help consumers hotels save, spend and be financially smarter Combined analytics and a one Re-invented everyday car usage from a click buy – now bigger than product you buy (a car) to a service – now a physical retailers and has viable alternative to car ownership for many totally ‘re-written’ categories people like books Page 22 Spark New Zealand 2015 Digital First is Spark’s next transformational step Lowered cost Delivered Created new Delivered new Delivered strong base & new brand agile, future digital assets, Digital savvy market and momentum in key created position & proofed capabilities & markets execution customer customers systems approaches edge platform 6 5 Digital First Announced Programme Digital First 4 Completed re- program required to brand to “Spark” address 3 Commenced creation of customer 2 Commenced Spark Ventures experience 1 Turnaround and align Commenced re- program engineering business Declared growth program model with strategy for key markets digital best practise August 2012 October 2012 January 2013 March 2013 August 2014 January 2015 Page 23 Spark New Zealand 2015 Success will deliver a business transformation and customer, financial and people aspirations To digitally accelerate the transformation of our business, jump-shift customer Ambition experience, rapidly improve financial outcomes and deliver on our promise as a digital leader • Success in FY2018 looks like: What • Customer: Loyal customers and best-in-class NPS through being NZ’s benchmark for success amazing customer experiences; move more towards B2C(1) and B2B digital sales and looks like digital service/care • Financial: Delivering EBITDA benefits to help ensure a profitable and growing business • People: Attract and retain and grow the best digital people in NZ (2) Strategic Digital World Digitised Open API Data Optimised Embedded driven class customer platform Programmes driven digital digital DNA business customer journeys decisions marketing & model experience sales Foundation Re-engineered technology Demonstrated executional Disruptive digital thinking and capability edge action Values We listen We’re straight up We get stuck in We win together (1) B2C – Business to Consumer, Business to Business Page 24 (2) API – Application Programming Interface Spark New Zealand 2015 We are adopting the approach of digital transformers Be unreasonably 1 aspirational Be quick and Be obsessed 7 2 data driven The with the customer 7 traits of those who have Ring fence and Challenge 6 successfully 3 cultivate talent transformed into everything digital enterprises Acquire new Follow 5 4 capabilities the money Page 25 Spark New Zealand 2015 Execution will be measured against industry leaders and peers NZ Best industry incumbent leader telco 100% Sales % 57% online 6% 50%+ Service % 97%+ 80% 80% online ~15% Marketing % 65% NA 70% BTL ~35% Page 26 Spark New Zealand 2015 Example: Improving the Spark App customer experience Current situation What we’re doing Benefits this will provide For our customers: • Poor design and • Improving design • Increased functionality that is usability and usability intuitive to use • Ability to easily interact with • Only mobile • Making key tasks Spark without having to call or products currently simpler (e.g. prepay visit a store integrated top-ups) For our business: • Improved customer • Low customer • Improving self- tenure and loyalty rating in App stores service capability • Greater cross sell and upsell • <25% of customer • Integrating other opportunities base are regular Spark products and • Lower cost-to-serve users services (e.g. through greater use broadband, of self-service Lightbox) Page 27 Spark New Zealand 2015 What success looks like KPI’s we’ll track What our customers will say • NPS improvement • “Spark anticipates what I need • Digital NPS improvement and when I need it” • Higher proportion of Digital sales • “I can do everything I need on • Higher proportion of Digital service Spark’s digital channels, without having to go into a store or calling them” • Spark App start rating improvement • Open API platform • “I love how I can easily manage my life and business • E-NPS best in class through Spark’s digital • EBITDA improvement
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