Developing Customer Centric Supply ChainAnita Arts, Chief Supply Chain Officer | Liberty Global

November 27th, 2017

The world’s largest international TV & Broadband

Company

Liberty Global Supply Chain 3

Revenue1

$18.0bnLiberty Global plc

$14.4bnLiberty Global

Group$3.7bn

LiLAC Group

ProductsSuperfast internet

Wall-to-wall WiFi

Next-gen TV box

Entertainment apps

Customers & products2

24.7m customers subscribing to

50.6m subscription services (RGUs)

20.3mvideo

16.7mbroadband

13.6mtelephony

50.6mdigital services

(RGUs)

Seamless connectivity2

50.8 million homes passed

10.0 million WiFi access points

10.1 million mobile subscribers

[1] Revenue is presented as annualized results for the six months ended June 30, 2017

[2] As of June 30, 2017

Our Foot Print…

Liberty Global Supply Chain 4

* On December 31, 2016, our operations in the Netherlands were contributed to a 50:50 joint venture with Vodafone Group

EuropeLatin America

MORE THAN 20 COUNTRIES 12 COUNTRIES

United Kingdom

Ireland

Belgium

Switzerland

Austria

Hungary

Romania

Slovakia

Czech Republic

Poland

GermanyThe Netherlands*

Other operationsBusiness Services

Media Investments GroupUPC DTHVentures

Why the landscape has changed?

Liberty Global Supply Chain 5Respective trademarks of the above mentioned corporation

Images taken from : Google Images

How the Landscape has changed for Supply

Chain?

Liberty Global Supply Chain

What does Customer Centricity means for

Supply Chain?

Liberty Global Supply Chain

RELIABILITY

What does Customer Centricity means for

Supply Chain?

Liberty Global Supply Chain

UNDERSTAND YOUR

CUSTOMERS

How can Supply Chain Make an Impact?

Liberty Global Supply Chain

Customer

Choice & Value

Reactive to

Proactive

Our Transformation Journey

Liberty Global Supply Chain

Supply

Chain

Health

Check

Listen to

Customers

Co-Create

strategy &

innovation

Understand your

levers for Cost to

Serve the

customers

Get good at

meeting

customer’s

promise

Establish

listening

posts…

Our Mobile Reverse Logistics Solution – By the

customers & For the Customers

Liberty Global Supply Chain

Listen (Plan) Co-Create (Do) Impact (Check)

Unhappy if they

have to stay

away from

mobile

• Speed of

Service

• Complexity of

repairs &

problems

Self Service

• Self Serving

Diagnostics

• Choice & Value

Sentient Engine

• Capture Live

Feedback

• Immediate &

Pro-active

Insights

Implement

Findings

• Customer

Friendly return

process

• We are still

listening…

Re-Develop (Act)

One of the other thing that we did was…

Liberty Global Supply Chain

“The way we

operated . ...we listened…

..changed the

journey..

..& our customers

love it”

Focus on cost

effective

customer

experience

Focus on

customer choice

and value

Collaboration

with the

business and

customers

CSAT

+ 20%

improvement

Still Listening…

Service features

• Customer premise

delivery

• Click and Collect

(Free)

• 2 hour delivery

window (on the day)

• Customer

focused journey

with Customer

Experience

• Focus groups

with our

customers

• Industry insight

on customer

preference

• Next Day Delivery

to customer

premise only

• No Delivery

Notification

• Minimal customer

communication

• Good delivery

performance

(+98%)

Service features

Liberty Global Supply Chain