© 2016 TM Forum | 1 Engaging your customers to increase value in a connected world Omnishop Catalyst Memorable Shopping Moments in a Connected Digital World

© 2016 TM Forum | 2 About Liberty Global Multiple Brands 27 mln Customers EuropeLatin America 14 countries 90% business in Europe Largest Cable Provider Worldwide 2.1 products per customer 44% 3 play customers Customer Product Bundling Pioneers Innovating n-play connected entertainment services Customer Experience Focus Customer Experience Organization Key Transformation Objective NPS based yearly bonus

© 2016 TM Forum | 3 Shopping Moments in a Connected World Focus on Exceptional Customer Experience Stay Agile in a Complex the Digital Ecosystem

© 2016 TM Forum | 4 Omnichannel Shopping Experience Mandates memorable shopping moments simple & easy, hiding backend complexity from customers considering the customer’s context, behaviour and lifecycle stage Flawless Hopping across channels CSP or 3rd party managed

© 2016 TM Forum | 5 Example Journey of Shopping Moments React & Explore tablet Advertise social Initiate Purchase home PC call center Agent Upsell Approve Purchase Accept Assistance app sms Receive Status

© 2016 TM Forum | 6 Connected Digital World Considerations Connected Digital World Flexibly Combine traditional CSP services with new & complex IoT & Digital Services Work with evolving partnership business ownership models & functional overlaps Cost efficiently reuse a brownfield landscape of different IT stacks residing from M&As

© 2016 TM Forum | 7 Example Digital Ecosystem Complexity Combine traditional CSP services with new & complex IoT & Digital Services residing at different ecosystems Sales Internet & Telephony Digital Television Mobile MVNO Calling App OTT Go Player Smart Home CRMFulfilmentBilling CSP Stack A CSP Stack B 3 rd Party Vendor Y 3 rd Party Stack X CSP Stack B CSP Stack A Traditional Services New Age Digital & Internet of Things Services Primarily CSP managed IT core systems 3 rd Party managed systems Services A A A offer bundling Apply in a complex architecture landscape - Different IT stacks per country (M&A driven), No Greenfield Evolving partner ownership models Functional overlaps

© 2016 TM Forum | 8 The Omnishop Innovation Funnel Service offerings 3 rd parties seamless Legacy systems Plug & Play Digital Services Shopping Framework simplified convenient any channel contextual journey Multiple stacks

© 2016 TM Forum | 9 Omnishop Approach Omnishop Plug & Play Digital Services Shopping Framework Connect the omnichannel shopping experience to the digital ecosystem Define shopping micro moments at any channel and touchpoint Enable selling of any service from any system and party

© 2016 TM Forum | 10 Catalyst Participating Members Project Lead Participant Champion Participant

© 2016 TM Forum | 11 Omnishop Shopping Moments Journey Exiting customer receives a tweet for ‘Home Security’ promotional offer Reacts and explores ‘Home security’ Offer at Operator’s Portal Views same offer, Initiates purchase with ‘Home security’ but does not complete tablet product page social e-commerce home PC 4 self-care mobile app notification call center Accepts proposal to receive help by agent to complete purchase Receives call from Agent; Discusses and agrees to upgrade to ‘Extreme bundle’ offer Reviews & Approves purchase for bundle offer 7 sms + Receives order number & status +

© 2016 TM Forum | 12 Omnishop Architecture & Capabilities Customer Management Product Catalogue Order Management Customer Management Product Catalogue Order Management Omnishop Plug & Play Digital Services Shopping Framework Channel Integration Channel Process Handling Central Rules Management Product Catalogue Hub 360 Customer View Federated Order Management Catalogue Publishing Basket & Context Hub Recommendation & Campaign Location & IP Services tablet social home PC call center app sms Customer Omnichannel Experience Touchpoints Traditional Services CSP Stack IoT Services 3 rd Party Stack

© 2016 TM Forum | 13 Omnishop Vendors Channel Integration Channel Process Handling Federated Order Management Catalogue Publishing 360 Customer View Central Rules Management Product Catalogue Hub Recommendation & Campaign tablet social home PC call center app sms Traditional Services CSP Stack IoT Services 3 rd Party Stack Basket & Context Hub Location & IP Services

© 2016 TM Forum | 14 Receive Promotion View Targeted Advertisement 1 social Recommendation Campaign 360 Customer View Promotional Campaign Home Security is tweeted to customer Location & IP Services IoT Product Catalogue Catalogue Publishing Product Catalogue Hub Leveraged TM Forum Catalog Management API REST Specification V1.3.3 Launch a new offer “Home Security” Federate “Home Security” offer from Digital partner to Catalog Hub along with traditional services offers. Promotion is applied Service Availability Launch campaign to targeted customers Customer Demographics

© 2016 TM Forum | 15 React and Explore Offer 2 Recommendation 360 Customer View Product Catalogue Hub Logged in Customer details are got from Customer360 Explore and Initiate Purchase Initiate Purchase but not complete 3 tablet home PC Leveraged - TMF629_Customer_Management_API_RES T_Specification_R Basket & Context Hub Andrea reacts to the tweet and is landed on the online portal Online Portal Online portal correlates “Home Security” promotional offer from Catalog Hub and Recommendations Andrea likes the promotion. Later some time she logs in to self care portal to purchase but abandons in between The context and offer configurations are persisted in Basket & Context Hub Online Portal

© 2016 TM Forum | 16 Recommendation Product Catalogue Hub Basket & Context Hub Unfinished baskets along with context triggers appropriate processes Accept proposal to receive help by agent to complete purchase 4 Receives call from Agent, discusses needs, likes bundled offer 5 call center app Channel Process Handling Created Basket API Specification Andrea is offered assistance to complete her purchase via SMS Channel Process Handling Andrea’s acceptance triggers agent flow Basket & Context Hub Based on Basket contents and context, “Extreme Bundle” is recommended Agent upsells “Extreme Bundle” to Andrea and updates the Basket Proactive Assistance and Upsell

© 2016 TM Forum | 17 Product Catalogue Hub Basket & Context Hub Basket status triggers approval process in Channel Process Handling Channel Process Handling Andrea receives , verifies the order details in online portal and submits the order Channel Process Handling Review and approve purchase 6 sms Receive Order Progress Status 7 Leveraged - JSR264 Order Management API Online Portal Federated Order Management Customer order is broken down into child orders through look up into Catalog IoT StackTraditional Stack Child Orders are routed to backend stacks for fulfilment At specific order milestones, Order mgmt. system keeps Andrea informed through SMS Federated Order Management