Maxis Berhad | Annual Report 2013

OVERVIEW OUR BUSINESS STRATEGIC REVIEW CORPORATE GOVERNANCE FINANCIAL STATEMENTS Maxis Berhad Annual Report 2013 OTHER INFORMATION 11 BECOMING AN OPERATOR OF CHOICE With these plans set in motion, our goals are three-fold. First, to regain leadership in the prepaid segment by attracting and being more relevant to the youth and urban segments in particular. Second, we aim to increase data usage by delivering a worry-free experience. Third, to significantly enhance our enterprise capabilities, offering new and innovative ways of working, such as cloud computing and managed services capabilities, as well as targeting the SME market. While we continuously introduce attractive mobile Internet plans, we will also need to have the infrastructure for it. We have so far increased 2G and 3G coverage to reach 95% and 83% of Malaysia’s total population, respectively. We have also ramped up our 4G footprint to reach a population coverage of 15% of the country – making us the leader on this front. In doing so, over RM1 billion has been set aside for capital expenditure in 2014 to build the capabilities that we require for robust growth. We will continue to expand 4G coverage and 3G quality, while adding in radio technology, more core networks, and greater fibre connectivity for end users. With this, data will not only be faster, but cover a wider footprint. But it is not all just about the plans or the infrastructure. It is also about delivering an unmatched customer experience, giving our users the freedom to communicate and connect wherever, whenever. And that is one thing I am perpetually obsessed about. We want to make the Maxis customer experience simpler, convenient and meaningful. We have already made considerable headway with initiatives such as strengthening customer touchpoints via our first modernised retail outlets, the Maxis Online Store and our revamped website. We have also helped customers manage their mobile spend and eliminate “bill shock”. Our self- service app that enables our subscribers to interact with customer service representatives in real-time, will get even better. Essentially, we aim to create more “like” moments for the brand. We need to give our customers more reasons to like our company by constantly surprising and exciting them. Moving forward, we will build deeper connections with our consumers, converting these “likes” to loyalty. What is critically important to our success and growth strategy is the Maxis Way – a cultural change that we are putting in place to develop highly capable and engaged people with strong values who are positive, collaborative and passionate about our brand, our customers and how we work. This will drive all our efforts to create a high-performance culture throughout the Company. BEYOND 2014 For Maxis, the year 2014 will be transformational for the Company. We need to continuously build confidence among our stakeholders that we deliver strong products and a solid network, and that we have a clear advantage when it comes to customer service and value propositions. We need to stand firm on this commitment – to continue focusing on quality and delivering as promised. I am looking forward to moving through with this transformation, on to 2015, where Maxis is admired for excellence. I would like to thank the Board of Directors for their support, guidance and contributions. Thank you also to the management and staff for their dedication and hard work. And on behalf of Maxis, my deep gratitude to our customers, business partners and dealers for their confidence and support. MORTEN LUNDAL CHIEF EXECUTIVE OFFICER 2014 YEAR OF TRANSFORMATION 2015 ADMIRED FOR EXCELLENCE