TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

1.2.4 Group strategy

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1.2.4.1 History and vision Over the last few years, the Teleperformance Group has successfully transformed itself. First, the Group stepped up its development and widened its Core services offering. It then diversified its activities and sources of revenue within its high value-added services, combining strong organic growth with improved margins. Customer experience markets are developing fast; human capital, security and innovation are key factors to success. Clients are increasingly exacting, seeking strong support in meeting the challenges of an all-digital landscape, while staying at the cutting edge in terms of service quality and data security. They require tailored solutions, and Teleperformance is the sole market player able to support its clients anywhere in the world and at any time, with a quality of service that meets the highest standards across all channels. Numerous opportunities are open to Teleperformance, and in 2017bthe Group presented its road map for seizing each of them in the context of its 5-year strategic plan. The Group’s goal is to strengthen its presence in high-growth and high value-added regions and sectors, while continuing to innovate via the integration of omnichannel solutions and the potential offered by artificial intelligence. These new levers complement ambitious yet realistic financial targets.

1.2.4.2 The 2018-2022 strategic development plan The goal of this strategy is to add value through sustainable and profitable development of the Group’s operations via organic growth and targeted acquisitions. Organic growth The 2018-2022 action plan covering the Group’s organic growth outlines four main strategies: ■ Strengthen sector expertise in high-potential segments and environments, such as IT, retail, financial services and IoT; ■ Continued expansion into BRICS (Brazil, Russia, India, China and South Africa) and MIST (Mexico, Indonesia, South Korea and Turkey) countries; ■ Digital and omnichannel integration aiming at more efficient and fluid management of client interactions, with the gradual integration of artificial intelligence into the Group’s omnichannel solutions, as well as the strengthening of Teleperformance’s positioning in the collaborative economy and marketing platforms (Wibilong acquisition); ■ Launch of Praxidia in 2018, new high value-added consulting offering in the area of customer experience (CX Consulting & Analytics). The Praxidia approach is based on Teleperformance’s unique knowledge of companies’ grassroots customer experience requirements, all over the world. The client company benefits from the Group’s expertise in over twenty key sectors, state-of-the-art R&D facilities (CX Lab) and data analytics solutions. The roll-out of the action plan will be driven by the following key differentiating factors: a.

 Teleperformance’s main strategic advantages

Strategic assets

Differentiators

Worldwide leader in outsourced customer experience management for the last 10byears

Strong delivery and sustainability for multinationals

Unique geographic footprint

350 centers in 76bcountries

Supported by world class, global «Subject Matter Experts» sharing worldwide best practices and bringing value-added solutions Documented, standardized and audited operational procedures around the world Provides a seamless customer experience with the TP Client, an integrated omnichannel CRM solution The only BPO Outsourcing company ever awarded for Innovation in Security and Privacy by International Association of Privacy Professionals (Oct. 2017). The first company in the sector to attain Binding Corporate Rules (BCR) approved status (Jan. 2018).

Diversified vertical client base

Consistency across geographies

Integrated omnichannel solutions

Worldwide leader in data security protection (culture, process and tools)

Rated BBB-/ investment grade by S&P

The highest credit rating in the industry

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Teleperformance bb - bb Registration documentbb 2017