THE O₂ SELF OPTIMISING NETWORK

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1 THE O₂ SELF OPTIMISING NETWORK

2 Our Network Story O2 THE O₂ STORY SO FAR.. We believe we are the most customer centric network. We listen to our customers & act accordingly. We are building a smart network for the future, and SON is now an integral part of our network. Our customers are all different so why not give them individual experiences? Brendan O Reilly - CTO C U S T O M E R C E N T R I C N E T W O R K We replicate the experience through robust traditional Customer Experience Testing We listen to our customers through a variety of award winning crowd source tools and other social media We use intelligent innovative solutions to understand & respond to actual experience We use all of the insight and intelligence we gather to drive our quality improvement, network optimising and rollout planning. We see results. We put our 25M customers in control effectively learning from their experiences to give them a network designed, built and run around how and when they need it. We measure the success of our network on how our customers feel not on what our cell data tells us. We listen. We learn. We make it better.

3 LISTENING TO OUR CUSTOMERS We provide a number of different ways for our customers to talk to us about their network experience and use all our insight to drive improvements. We monitor service 24 hours a day, 365 days a year through our state of the art Network Management Centre and Service Experience Management Centres. More than 10% of our customers have used our award winning crowd sourcing tools to tell us how we re doing (giving us more than 85,000 insights every week) Every week we send our 25,000 surveys to customers in 120 postcodes across the UK Listening to our customers is vital to improving our service and developing new tools like Keep Me Posted and I disagree enable customers to engage with us directly about any network issue Our Customer Experience Testing tools helps us monitor actual experience in real time and we collate performance data at an individual and company level which we obsessively analyze and act on

4 BUILDING A SMARTER NETWORK We are rolling out 4G across more rural areas and are bringing data to some parts of the UK for the first time We are in the middle of the UK s largest network infrastructure improvement project - a five year modernisation programme We have committed to continuously upgrading all our existing network technologies at the same time as rolling out a brand new 4G network It is our fastest network rollout ever. As a result we now carry most of all data traffic on 4G. Our 4G network currently covers 84% of the UK population (outdoor) and 93% indoor Our 4G Network currently covers over 8,956 cities, towns and villages. Every town in the UK with over 100k pop now enjoys 4G

5 Week 2 Week 5 Week 8 Week11 Week14 Week17 Week20 Week23 Week26 Week29 Week32 Week35 Week38 Week41 SELF OPTIMISING INTELLIGENT NETWORK THAT LEARNS WITH ITS CUSTOMERS We use a smart automation solution that works with all our RAN vendors and technologies. With speed and efficiency we have delivered a consistently good customers experience during a complex network swap project. Our customer centric SON reduces complexity and time-to-market which is good news for all of our everyone Building the network faster ,000 30,000 25,000 20,000 15,000 10,000 Enhancing the user experience 5,000 Customer Voice Minutes Per Drop 0 6/4/20157/4/20158/3/20159/2/201510/2/201511/1/201512/1/ Leveraging SON automation for continuous improved efficiency 10.00% 10.00%

6 CONNECTING BRITAIN ON THE MOVE Staying connected on the move is important, whether it s call home to say you ll be late, a key business deal, or booking that all important holiday! Drive time We consider every call failure as a lost conversation for our customers & not just a dropped call. Our Customer Experience tools can detect which customers are using highways this along with crowdsourcing data can be used by our SON tool to optimise coverage & capacity for drive time. Using real-time adjustments to optimise individual customer experience then becomes possible. Feeding this data into our correlation tools & Big Data allows us to understand individual customer experience & help us plan for the future.

7 INVESTING IN INNOVATION We are investing billions of pounds to build the UK s most customer centric network. Next year alone we are investing in the development of our core and cellular networks. O2 Wi-Fi is a core part of our network giving our customers free access to over 13,000 Wi-Fi hotspots across the UK We re at the forefront of Wi-Fi innovation. With Wi-Fi Extra, poor performing Wi-Fi connections are switched back to 4G to improve customer experience Our smart network will automatically connect to O2 Wi-Fi without any registration process, but only when the signal is stronger than our mobile network Linking our SON tool with Wi-Fi extra will further improve our customers experience moving traffic to Wi-Fi when offload is required. We ve added a crystal clear High Definition Voice service to our 3G network We are reallocating some of our G spectrum to 4G to provide customers with extra capacity on the 4G network (initially in London, now rolling out to certain cities across the UK) We re right at the centre of 5G innovation, setting the standards and developing the capability for the next generation, of networks. Our team are helping Surrey University establish a world class 5G research centre.

8 OUR CUSTOMER CENTRIC APPROACH Our smart tools individually know where our customers connect, how they connect, if they are static or mobile and what services they require. Together this data can be used to improve the decissions our SON tool is making. Using data from our Coverage checker tool we can deliver a feed into our SON Platform to provide accurate data on how & where our customers connect to our network Our Traffic Shaping platform looks at individual customer experiences, this data can by our SON platform to make real-time optimisation changes Crowd Source data is an efficient way to collect customer Experience Data and allows near closed loop optimisation of customer experience

9 SHAPING OUR CUSTOMER CENTRIC NETWORK We are introducing Customer Centric SON and will utilise various data sets to actively shape our network for our customers. This empowers us to provide Proactive Customer Care Our legacy SON system has already delivered efficiencies that have allowed our teams to focus on value activities. We now need to look at how we evolve SON to be as customer centric as we are! Customer Centric SON means we will need to link our smart tools, there are infinitely configurable options, creating behaviour patterns will enable us to deliver individual experiences, giving to our Customers when, where & what they desire.