Delivering market-
leading customer
experiences
Strategy in Motion
- “Hello Change” brand promise
- New entertainment experience
(Go Max OTT offering)
- Completion of cable-to-fibre migration
- Improving customer experience
- Ongoing digital innovation
Progress
- Significant 130% YoY improvement
in Net Promoter Score1
- Pay TV OTT subscribers grew
23% YoY
- Halved customer digital journey
for faster and simpler online
transactions
Accelerating value
creation from
core businesses
Strategy in Motion
- Driving operational efficiencies
through digitalisation & simplification
- Workforce optimisation
- Renegotiate terms of expiring
contracts for procurement savings
Progress
- Cost savings identified >$210M,
64% achieved
- Streamlined customer experience
processes by 75% following a
process simplification initiative
Realising
growth from new
opportunities
Strategy in Motion
- Accelerating cybersecurity business
growth through Ensign
- Submitted 5G joint-bid with M1
- Exploring synergistic and accretive M&A
opportunities
Progress
- 79% YoY cybersecurity revenue growth
- Currently broadcasting ‘live’ 5G signals
from StarHub Green
- Singapore’s first 5G cellular-on-wheels
(COW)
Enhancing efforts
to transform
digitally
Strategy in Motion
- Enhanced My StarHub app
- Promoting & enhancing digital sales
channels
- Launch of giga! in 2Q2019
- Launched SD-WAN
- Deployed robotics process automation
across operations
Progress
- My StarHub app achieved an improved
rating to 4.5 stars; a top-rated app on
Apple App and Google Play stores
with over 500k monthly active users1
- Online sales doubled YoY
- giga! has achieved the highest NPS in
the market with its end-to-end digital
experience
