1. #16PACE Introduction to The Achieve System  How Achieve was used throughout Verizon Wireless to successfully Improve the Customer Experience Mark Cunningham President The Achieve Institute 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

2. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

3. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

4. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

5. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

6. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

7. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

8. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

9. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

10. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

11. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

12. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

13. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

14. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Attitude Culture Personality Mindset Environment

15. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

16. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

17. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

18. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

19. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

20. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

21. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

22. #16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL The Achieve Institute www.achieveinst.com How Achieve was used throughout Verizon Wireless to successfully Improve the Customer Experience.

23. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Companies like Verizon Wireless have used the Achieve System  to  Increase Employee Engagement  Improve Sales Performance  Predict and Drive Results  Create a New Identity  Create a Powerful Customer Experience The Journey From Point A to Point B

24. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL \ Northeast, Midwest & West* Nearly 75% of VZW Call Centers throughout the country use The Achieve System  Verizon HQ has been using The Achieve System  since 2011 Achieve’s Work with Verizon Wireless

25. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Achieve’s Work with Verizon Wireless Delivered an improved leadership and employee experience among the top support staff who were responsible to influence Customer Service operations of about 30,000 front line employees.

26. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Achieve’s Work with Verizon Wireless Delivered consistently improving Customer Experience survey feedback month over month (internal surveys)

27. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Achieve’s Work with Verizon Wireless Achieved top Industry JD Powers awards 4 consecutive periods (had not received top award even once prior to this)

28. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Achieve’s Work with Verizon Wireless Consistent top CS performance recognition in other external surveys (NPS Benchmark, etc.)

29. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Achieve’s Work with Verizon Wireless >20% reduction in cost structure while growing the number of customers by >20%

30. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL About: Mark Cunningham Mark Cunningham is Founder and CEO of The Achieve Institute. As CEO, Mark oversees all aspects of the company's strategy and business operations. In addition to his leadership role at the company, Mark is the chief architect of The Achieve System™ and responsible for the selection and ongoing development of The Achieve Institute's team of high performance experts..

31. #16PACE The Achieve Institute www.achieveinst.com 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL About: Victoria Boston Victoria is former vice president of the Northeast Area Customer Service for Verizon Wireless, the largest wireless company in the United States. During her time with Verizon Wireless, Vicky led 5,000 customer service professionals located across 10 company- owned and operated Customer Service contact centers..