SIMPLIFY ⫶ CREATING A MORE EFFICIENT BUSINESS WITH DIFFERENTIATED CX
B
Targeted investments in digital capabilities, simplification & automation
Further enhancing our leading customer experience
Structurally lower cost –to-serve
Simplified operating model Standardising products, processes and ways of working to improve consistency, agility and efficiency Deploying AI & automation at scale Reducing manual activity, improving productivity and accelerating response times New sales & service platform for business Simpler, faster and more connected end- to-end customer experience
+11pp vs. key competitors
SoHo & SME Brand
Improvement in workforce efficiency & productivity (2030 target) 1
Customer Principles
Improvement in speed-to-market (2030 target) 1
Get it right first time
Own the outcome & be proactive
Be human & deeply know customers
Make it effortless & intuitive
Cost-to-serve reduction (2030 target) 1
1. Versus FY26
50
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