Building New Strategies to Re-Energize Your Revenue Streams

Lucas Skoczkowski, CEO, Redknee and Fernando Reymundo, CEO, KPN Spain

Agenda

• Introduction to Redknee• Today’s Market Challengesy g• New Operator Strategies• Introduction to KPN• Introduction to KPN• Changing Market Dynamics• Improved Customer Engagement - Case Study

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About Redknee

management

technology

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technology

Today’s challenges

• Dynamic Competitive Environment• Dynamic Competitive Environment

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Today’s challenges

• Dynamic competitive environment• Dynamic competitive environment• ARPU continues to drop

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Today’s Challenges

• Dynamic competitive environment• ARPU continues to dropARPU continues to drop• Subscriber loyalties are shifting

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Data Drives ChurnCustomer Care – Critical Driver for ChurnDrive Profitability Through Subscriber Retention

Customer loyalty is diminishingMain Drivers for Churn (ranked by operators as Important or Very Important)y y g

5%Cost‐reduction strategy

7%Other.

25%

19%

Increasing subscription base

Focus on increasing ARPU

44%

25%

Focus on keeping customer forlonger periods (retention)

g p(acquisition strategy)

0% 10% 20% 30% 40% 50%

longer periods (retention)

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Customer Care – A Differentiating Asset

Focus on strengthening the customer relationship throughout the customer lifecycle

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Building Better Subscriber Relationships

Pricing Optimization

Value-added Services & Content

Creative Business Models

Optimization

Incentives for UsageEnhanced Market

Segmentation

Incentives for Usage & Reward Loyalty

Powerful Customer Personalized Self-Care

Intuitive Customer

Promotions

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Care

Case Study: Building Long-lasting Customer Relationshipsg g g p

Fernando ReymundoCEO, KPN Spain

Introduction to KPN

KPN Group -• Established in 1999 in the Netherlands • International properties in Germany, Belgium,

F d S iFrance and Spain• Wireline, mobile, internet and TV services

More than 41 million subscribers• More than 41 million subscribers• KPN Group core values: simplicity, personal and

trusttrustKPN Spain• Launched in 2008• Launched in 2008• Largest MVNO in Spain

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Changing market dynamics

Key business challengesKey business challenges

Increase ProfitabilityImprove customer Deploy services engagementquickly

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Customer Experience Management - Nimvox

KPN chose Redknee due to its continuous innovation ofKPN chose Redknee due to its continuous innovation of mobile services and the creation of IVR services

Redknee deployed a new network IVR infrastructure and automated:

• Predictive inbound services • Menu‐based inbound services 

automated:

In just 3 months

e u based bou d se ces• Outbound services 

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Metrics to Measuring Success

Indicators of customer experience pimprovements:• Improved usability related to legacy

tsystems

• Shorter and more productive calls to customer support centrecustomer support centre

• Outbound Alerts that enable subscribers to connect to a customer care agent ifto connect to a customer care agent if follow up is required

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Redknee and KPN Growing Together

• Personalization of customer care services• Real time customer engagement• Monetization of services through Customer Care

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Thank You

Lucas Skoczkowski, CEO, RedkneeFernando Reymundo, CEO, KPN Spain

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