About the Group

In Poland mobile-centric convergence is a convenient way to cover all telecommunications needs, available to ~100% of individuals, families and small businesses.

It is also the most efficient value creation strategy given geo-demographic and competitive factors on the Polish market.

PLAY is leveraging its #1 mobile market position and wireless DNA to extend lead into MCC via:

• driving usage revenue through a ‘more-for-more’ value proposition;
• increasing sales of devices, most of them with handset-related services;
• becoming the third largest internet service provider in Poland; and
• creating value by bringing a next-generation TV offer to the Big Screen.

We constantly simplify operating model which gives us the edge in subsequent digitization of customer-facing & back-office processes. We continue to increase the automation of marketing & sales activities to drive the productivity of our sales channels. We lead in front office digitalization by migrating customer interactions from offline to online.

Our digital objectives include:

• increasing productivity in shops and reducing calls by 20%;
• acquiring 20% and retaining 30% of customers through remote channels and completing 50% of customer service transactions online; and
• converting 70% of contract customers to the Play24 platform and moving 80% of customers to e-invoicing and e-payments.

We continue highly efficient roll-out of a network, designed for data and equipped with a high capacity transmission.

PLAY's 5G-ready network will phase-out reliance on national roaming and continue to satisfy customer's growing demand for TV and high-speed broadband connectivity.

As a result, we envisage:

• managing the gradual decline in National Roaming costs with the full switch off; and
• returning medium-term cash CAPEX/revenue below 10% from 2021.