Any operational convergence must be customer led

Where are our Customers leading us? •Greater choice and more transparent value •Relationship and experience •Growth in E Commerce…and M Commerce

External key drivers:

•Commoditisation of the Express Market and decreased volumes •Increase in customers wanting price over speed •Companies redeploying operations outside the UK •Increase in bad debt and write offs •Customer need for emotional as well as functional relationship •Customers increasingly using the internet to manage accounts •Internet continues to drive price led competition within the B2C market.Brent oil has climbed above $119 a barrel

Overview of actions taken by TNT Express. Paul Witham TNT Express UK