Vodafone : sites/vodafone ir/files/vodafone/investor events/digital services/vodafone dig…

Digital services & experiences

Investor briefing

September 2021

Leading digital services & outstanding experiences

Welcome & introduction

11	Deep & trusted customer relationships
22	Leading digital consumer services
3	The leading FinTech in Africa
4	The global IoT connectivity leader

Appendices

Case study videos ⫶investors.vodafone.com/digital-services

	p3
Alex Froment-Curtil	p8
Chief Commercial Officer

p24

Shameel Joosub	p39
Vodacom CEO
Vinod Kumar & Erik Brenneis	p56
Vodafone Business Team
	p72

Digital services & experiences investor briefing	2
September 2021

Our vision The new generation connectivity & digital services provider

	⫶		for a better future
Our Purpose	Inclusion for All	We connect Planet	Digital Society
		Ensuring everyone has access to the benefits of	Reducing our environmental impact and helping	Connecting people and things and digitalising
		a digital society	society decarbonise	critical sectors
Our Vision		The new generation connectivity & digital services provider, growing in Europe and Africa

	Today's	Deep &
	focus	trusted
		customer
		relationships
Our Strategy
		Enabled
		through
		Group scale
		& expertise
The Spirit of
	Earn customer
Vodafone		loyalty

Best connectivity						Leading	24	hr	Outstanding
products &						innovation in	digital
services						digital services			experiences
Simplified &						Social Contract			Leading gigabit
most efficient						shaping the
							networks
operator						digital society

Create the		Experiment &		Get it done,
future		learn fast		together

Digital services & experiences investor briefing	3
September 2021

1 ⫶ Deep & trusted customer relationships

We have made significant progress over the last 3 years

Evolving consumer needs present opportunities to go further

Launched converged customer offer in all European markets

Launched Unlimited driving ARPU uplift

Launched 'value' brands in 6 major markets

'Digital First' customer experience in all markets

#1 or #2 NPS in

13 of 16 markets1

European mobile contract churn (LTM)	Group Digital NPS
16.1%	31
15.5%
28
15.0%	25
14.6%

Purpose

A brand people can emotionally connect with

Simplicity

1. simple & easy-to-use converged experience

Digital

1. digital first end-to-end service

Home

More digital time in the home for work, education & play

1 Purpose-led brand

2 Multi-product connectivity

Digital First 3 consumer platforms

13.7%

13.7%

17

Value

Complementary

13

4

digital

Overall value-for-money,

H1

H2

H1

H2

H1

H2

Q1

Q1

Q1

Q1

Q1

services

not just price

FY1 9

FY1 9

FY2 0

FY2 0

FY2 1

FY2 1

FY1 8

FY1 9

FY2 0

FY2 1

FY2 2

Digital services & experiences investor briefing	1Net Promoter Score as at 31 March 2021 in 16 markets with active measurement	4
September 2021

2 ⫶ Leading digital consumer services

Consumer		M-Pesa
customer
	services
		merchant
focus	Device	Financial
services
	insurance
	OTT premium	TV
	content
		Consumer
Marketplace	IoT
Charge to	Payments
Bill

Mobile

Loyalty	Super WiFi
platform

Converged

Partner	OneNumber
content	Fixed

Our digital services focus

Vodafone

TV

High return emerging opportunities	Low latency				Business
Emerging growth area
	applications				customer
	connectivity
	Cloud					focus
		Analytics
Connectivity growth area	Video	UC application
Current expansion into high return	calling
	integration
products & services that leverage &	Workforce
support core connectivity scale	protection		Mobile edge
	Device	Managed
	lifecycle	computing
	management	hosting
				Managed
	Network	End-to-end IoT	SaaS
	security	solutions
						Virtual
Core			Industry vertical		security
		IoT solutions	operations
connectivity						centre
Mobile	Security SaaS
Grow revenue &			Managed
		SD-WAN
Improve returns	IoT				security
	connectivity	Multi-cloud			solutions
Converged			Digital
	Unified		SaaS	collaboration	Mobile
		tools		private
	Communications
				networks
	Fixed

Home	Consumer	Device	Loyalty
IoT	Lifecycle

Digital services & experiences investor briefing	5
September 2021