THIS IS HOW IT STARTED

1

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Organize. Behave. Invest. ...differently

Organize – for action

Behave – as a team

Invest – to differentiate

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CARES

Customer viewpoint Automation Reliability Employee empowerment Simplification

Framework that can evolve

.

Evolution from influencer.

Courage to break thru “the valley”.

Control to direct resources & programs.

Evolution. Courage. Control.

ALL EMPLOYEES (SERVICE HAPPENS WHEN THE

EXPERIENCE BREAKS)

6

60% +20

.

Journey teams and focus

On Boarding

Reliability

RepairBilling

Human/ Culture

.

25%CALL IN RATE REDUCTION

ONBOARDING JOURNEY

TELLING A NEW STORY

10

Brand Commitment = Personal Commitment

DATA, PRODUCTS, TECHNOLOGY

12

Innovate:

Tools Elevations Idea Scaling

WE RUN IT LIKE A BUSINESS …BECAUSE IT IS

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22,000,000 VIDEO POSITIVE

CHURN

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ONE REGION ALONE: 347 YEARS OF WAITING ELIMINATED (per month)

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ROI POSITIVE AGAINST $300MM ANNUAL SPEND

MORE TO COME…