People & Talent Agenda

● Customer Zeal Heightened focus on target customers to build customer loyalty and increase willingness to pay Customer Segmentation Identify customer segments Understand Expanded Products Customer Loyalty • Meet customer demand • Focus on Offer suite of services and products ● wants & needs • Focus on those • Utilization of alliance partners · customer experience Increase NPS and ~93% retention rate willing to pay Driving customer loyalty and willingness to pay by offering differentiated products and services 12

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