Overview Client: Celcom Axiata Region: APAC Sector: Telecommunications Client Challenge: In order to remain competitive within the Malaysian telecoms market, Celcom wanted to revitalize its customer journey with a new set of digital tools and streamline ways of working, inside and out Solution: Through its partnership with Capgemini, Celcom implemented new front-end channels, platforms, and processes to create a new digital journey for its customers. The transformation also introduced new flexible ways of working for Celcom team members whom Capgemini supported to enable a cultural change Benefits: • 1.6 million new unique users for Celcom’s mobile applications • 91% increase in e-store activations in less than one year • 13% increase to its NPS satisfaction score •

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