Investor Day 2020 Overview and Strategy

CUSTOMER SATISFACTION FOCUSED ON INCREASING CUSTOMER SATISFACTION BY • Engaging with customers proactively and responding in real time • Anticipating customer needs, wants, and future behavior Harnessing strong human relationships with data analytics for dynamic customer insights • Investing in technology to deliver seamless customer experiences salesforce MEDALLIA NPS 42.3% 38.8% 37.5% 36.6% 34.3% 32.8% JUN-18 NOV-18 JUN-19 NOV-19 FEB-20 AUG-20 Based on external research by IPM Georgia 22

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