FY25 focus ⫶ c) Efficiency via simplification & AI
Simplification & reinvestment for growth
Shared operations commercialisation
Enhancing capabilities through AI
• New partnership model with Accenture operational • Accenture investing the first tranche of €150 million commitment in October 2024
Europe & Common Functions OpEx
Group headcount
• GenAI chatbot using Natural Language model • c.50% improvement in first- time resolution rates based on interactions with 7 million customers • AI-powered Care assistance tool in partnership with Microsoft • Steps up agent effectiveness and speed • Cloud AI platform to innovate & deliver new services • GenAI models to improve technology & network effectiveness
H1 FY25 6.3k of 10k role efficiency target
H1 FY25 €0.3bn f €0.7b p x reduction target 1
SuperTOBi
• 30k employees, 10 locations across Europe, Asia & Africa • Customers across 28 countries • Portfolio of services include: − Technology − B2B sales & marketing − Customer Care − Corporate functions • All services provided on a commercial basis
€0.3bn cumulative savings & 6.3k role efficiencies delivered by H1 FY25, with c.2k additional role reductions communicated Commercial investment in Germany, customer care, brand & Business Further opportunities supported by greater run-rate of savings from role reductions & broader cost programme
SuperAgent
Google GenAI
H1 FY25 results ⫶ November 2024
20
1. Cost savings excluding energy costs & extraordinary inflation.
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