CUSTOMER EXPERIENCE

2SPRINT CX DRIVERS : CEO PRESENTATION |

CREATE AN INDUSTRY LEADING CUSTOMER EXPERIENCE

CUSTOMER CHURN WAIT TIMES

LAUNCH COMPLEXITY

SATISFACTION/SPS TAKE/CLOSE RATES

CROSS AND UP-SELLS

CUSTOMER EXPERIENCE TECHNOLOGY INVESTMENTS

EXPERIENCE INITIATIVES

OPTIMIZE INCREASE REDUCE

COMPETITORS AND OTHER RETAILERS ARE FACING THE SAME CHALLENGE: ENABLING THE RIGHT EXPERIENCE. THE WINNERS WILL BE THOSE THAT FIGURE OUT HOW TO GROW ALL CHANNELS IN

CONCERT AND DELIVER A SEAMLESS ENGAGEMENT MODEL.

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MOVING TOWARDS THE FUTURE CXCURRENT STATE CX ANALYSIS

SYSTEMATIC CX DESIGN

CX IMPROVEMENT EXECUTION

CHANNELS Human Digital

Physical

PEOPLE Customers Employees Leadership

METHODS CX Tech Architecture Customer Journeys

ACTIVITIES Concept Prioritization &

Funding Tech & Partnership Selection

Governance & Tracking Retail & Digital Transformation

CX DESIGN & THEORY VALIDATION

} }SOLUTIONS CX Drivers

CX Concepts Future State Blueprint

CURRENT STATE USER INTENTS ACROSS CHANNELS

4

5SPRINT CUSTOMER EXPERIENCE : CEO PRESENTATION |

PAIN POINTS

   

COMPLEXITY

   

INCONSISTENCY

 

FRAGMENTED CUSTOMER DATA

     

NOT ANTICIPATING NEEDS

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Map CX pain points – internal, external, across channels – to key CX Drivers aimed at removing the root causes SIMPLICITY

TRANSPARENCY & CONSISTENCY

ANTICIPATORY SERVICE

PERSONAL RELATIONSHIP

CX DRIVERS AS SOLUTIONS

6

7SPRINT CX DRIVERS : CEO PRESENTATION |

CUSTOMER EXPERIENCE BUSINESS TARGETS

EXTREME SIMPLICITY

TRANSPARENCY & CONSISTENCY

PERSONAL RELATIONSHIP

ANTICIPATORY SERVICE

DRIVE TO DIGITAL & SELF-SERVICE

REDUCE TRANSACTION TIMES

IMPROVE CUSTOMER EXPERIENCE

SIMPLIFIED VALUE PROPOSITION

21

CX DRIVERS

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Journeys & Blueprints

8

39 FUTURE STATE CX CONCEPTS

10

SOCIAL REFER-A-FRIEND

CREDIT CHECK FIRST

REAL-TIME COVERAGE MAP

WIFI SPOTS

SPRINT CHAMPION

UNLIMITED VIDEO CHAT

STAIRWAY TO POSTPAID

YOU FORGOT IT,WE GOT IT

PLAN & SIMPLE

SPRINT STORK

HUMANIZING LEGAL

INVENTORY & DELIVERY TRANSPARENCY

SPRINT 3PO

SPRINT OPENWORLD 2.0

COMPARISON & QUOTE TOOL

SPRINT ON DEMAND

SAME DAY

3-5 DAYS

1 DAY

DYNAMIC BILL

$160

NETFLIX

SPOTIFY

HULU

24/7 PLAN OPTIMIZATION

LET’S GET PHYSICAL

FAMILY ALLOWANCES

FIRST 30 DAYS PEACE OF MIND

HEY JACKIE!YOUR BILL IS UP

PAY NOW

VIEW BILL

SPRINT ZONE 2.0

SPRINTAVERSARY

5years

SPRINT WELCOME

SPRINT-O-MATIC

BILL SPLIT

LISA

$200

ROB

DAN

REQUEST

REQUEST

REQUEST

EASY TRAVEL

SPRINT ORACLE

SPRINT EASY PAY 2.0

WAVE 0 WAVE 1 WAVE 2

BASELINE CX

ABOVE AVERAGE CX

INDUSTRY- LEADING

CX

VALUE DRIVEN CX IMPLEMENTATION

SPS, REVENUE, CLV

PLAYBOOK 2.0

SPRINT COMMUNITY 2.0

NO CUSTOMER LEFT BEHIND

SEAMLESS HANDOFFS

BOOMERANG

SPRINT ROVER

FULL SERVICE CORPORATE

STORE

CONCEPT MAPPING

UNIFORM PERISCOPE CANARY

SOCIAL REFER-A-FRIEND

11SPRINT CX DRIVERS : CEO PRESENTATION |

TECHNOLOGY ALIGNMENT APPROACH

ALIGN TECHNOLOGY ENABLERS TO CX

CONCEPTS

IDENTIFY TECHNOLOGY OPTIONS FOR KEY FOCUS

AREAS

DEFINE REFERENCE ARCHITECTURE AND INITIAL FOCUS AREA CAPABILITIES

DEFINE IDENTIFY ALIGN

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12

CX Roadmap & Governance

13

Confidential Page 14

THANK YOU