Lumen Investor Day Presentation Deck

Re-investing in CX to Increase Retention We are improving customer experience by reducing complexity... ...and by increasing Customer Success investments in priority areas... Enables us to protect, nurture, grow relationships in industry with high Customer Acquisition Costs (CAC) ...driving gains in customer satisfaction, correlating to higher spend 14 1. Increase in customer spend when customer moves up in satisfaction rating cohort (e.g., improving from "satisfied" to "very satisfied"); based on 2021-2022 spending trends. SECURE THE BASE ~90% reduction in order validation time in pilot ~15% increase in CS team investment ~5% spend when customer satisfaction improves¹ LUMENⓇ

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