Innovation and Wow-factor! in Telenor Berit Svendsen | Executive Vice President and Head of Telenor Norway 1 Telenor Film 2 3 Telenor Norway Telenor Norway • More than 150 years' history in Norway • 4.200 employees • 3,2 million mobile customers. 860.000 broadband customers & 526 000 cable TV customers • Revenues 2013: 25 billion NOK. “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam Walton, Founder of Wal-Mart Key strategic ambitions Telenor Group Loved by Customers ENABLERS STRATEGY Internet for All Passionate employees Impact Societies Efficient Operations 0% 7 jan-11 feb-11 mar-… apr-11 maj-11 jun-11 jul-11 aug-… sep-11 okt-11 nov-11 dec-11 jan-12 feb-12 mar-… apr-12 maj-12 jun-12 jul-12 aug-… sep-12 okt-12 nov-12 dec-12 jan-13 feb-13 mar-… apr-13 maj-13 jun-13 jul-13 aug-… sep-13 okt-13 nov-13 dec-13 jan-14 feb-14 Monthly growth of mobile data in Telenor Norway’s network - 13 times from Jan’11 to Jan’14! 1400% 1200% 1000% 800% 600% 400% 200% A true global platform for innovation, growth and Internet to all! 8 INTERNET FOR ALL! There is great opportunity in providing people with affordable internet connectivity 3 Monetize 2 Stimulate usage 1 Enable use In addition we will build positions in new service areas with attractive stand-alone revenues, like Financial Services, M2M, etc. 9 Understanding the Customer Network Customer Service Understandable Price Plans 12 A multiplicity of customers who want more and more 13 …with mixed knowledge of technology 14 … and with varying willingness to pay 15 Innovation & Customer Centricity 16 The plattform: A simple, clear and customer centric strategy! 17 Mobile Operators Scope 1990 Devices Mobile Networks 18 Customers Services Mobile Operators Scope 2014 Devices Mobile Networks 19 Customers Services We are running three mobile generations at same time when can 2G and 3G be terminated? 4G/LTE 3G/UMTS 2G/GSM 1G/NMT 20 Telenor prediction; 3G until 2020 2G until 2025 M2M and Internet of things will add billions of terminals 21 The «Automatic Sales Tips» Project was Initiated to Secure a Relevant Customer Dialogue and Higher Profitability #traditionalist #selfie #femalebloggers #businessman Big Data 23 Summary  Telecom = Continuous Change… and heavy growth in data usage!  LTE/4G = First global mobile standard! Will drive innovation and investments, and be a key tool in providing Internet for all!  The Customer Experience Triangle: To maximize the customer experience the mobile ecosystem has to work seamless between network, devices and services!  Understanding the customer is crucial to drive innovation, change and stand out on customer satisfaction! 24 Thank you for your attention! @BeritSvendsen 25