In connection, we bring people closer together and further. We do this with our network, for our customers and employees.
Network
Wouter Stammeijer − Chief Operating Officer
Providing the best digital infrastructure throughout the Netherlands is what we strive for. Regarding fiber, the focus is shifting from installation to connecting homes and offices. The new partnership with ABP for our mobile infrastructure assets (Althio) ensures flexibility. Thanks to improvements in mobile speed and 5G coverage, there is more capacity and less congestion. Through process automation and digitization, we work more efficiently and improve the customer experience.
We have made significant investments in sustainable energy sources by purchasing solar and wind energy through our partner Eneco
Highlights include our contribution to the digital infrastructure, with a record number of connected homes (together with Glaspoort). We have made significant investments in sustainable energy sources by purchasing solar and wind energy through our partner Eneco. Regarding 5G, the new aquired 3.5 GHz spectrum has been introduced in busy areas. We continue to automate processes, plan, build, and organize our networks more efficiently. This is done using available data and AI, with an emphasis on collaboration and adherence to our core values.
Consumers
Marieke Snoep – Chief Consumer Market
We connect all of the Netherlands through the best internet experience and personalized offers. Within the Household 3.0 strategy, we focus on connectivity, innovation and loyalty. We deliver reliable, attentive, and state-of-the-art services and strengthen personal relationships through our loyalty program. And we are improving our customer service. With our NextGen Digital Operating model, we offer a digital-first, human-supported omnichannel customer experience through our MijnKPN app.
The MijnKPN app is central to our transformation in order to provide our customers with the best experience and service
Highlights include the acquisition of Youfone and the expansion of the fiber footprint with a higher percentage of customers with fiber connectivity. We showed appreciation for our customers by providing free speed upgrades and offering attractive retention deals. And we improved our entertainment offerings through KPN TV+. The MijnKPN app is central to our transformation, and we will continue to expand and innovate its capabilities to provide our customers with the best experience and service.
Business
Chantal Vergouw − Chief Business Market
We aim to be the 'one-stop-shop' for businesses. By distinguishing ourselves through our services in security, cloud, and workplace applications, alongside our connectivity portfolio. Interaction with customers and partners is key to our success. Our approach in the mid-market segment has been redefined, and further investments have been made in e-commerce for freelancers and SMEs. We see Tailored Solutions performing well and are proud of the introduction of our Communications Platform as a Service (CPaaS) and KPN Campus propositions within the LCE segment.
Interaction with customers and partners is key to our success
We are proud of our achievements in the SME segment, strengthened by the acquisition of Youfone and the demand for mobile and workplace solutions. Our IoT services also showed very good results. InSpark won several awards and Cisco awarded us Gold Provider for our managed services. By further digitizing and simplifying our processes, we are creating a solid foundation for the further development of our customer experience.
Wholesale
Chris Figee – Chief Financial Officer
We are confident that our commitment to delivering top-class national wholesale propositions in broadband and mobile, along with advanced 'building blocks' and global connectivity solutions, will ensure sustained growth in 2025. Despite the competition in the broadband market, we see growth opportunities in mobile and sponsored roaming. Our evolving Wholesale business mix and growth profile contribute to the Connect, Activate & Grow strategy.
New business through sponsored roaming solutions and global roaming partnerships drove organic growth
Some highlights include the migration of Youfone to the KPN Business and Consumer Market and successes within the mobile business in offering connectivity 'building blocks' to wholesale customers. The mobile customer base grew, with an increase in mobile service revenues, also due to increased data usage. New business through sponsored roaming solutions and global roaming partnerships drove organic growth. We expect this growth to continue in 2025.
Employees
Hilde Garssen − Chief People Officer
Our people are crucial in achieving our Connect, Activate & Grow ambitions. We focus on an employee experience that allows talent to flourish. With our core values of courage, trust and growth, we tackle the challenges of automation, AI, reskilling and the well-being of all colleagues. At the foundation stands a market-leading, two-year CAO that addresses the needs and expectations of a multigenerational workforce.
Within the CAO, we offer more flexibility and work-life balance. We help colleagues with their well-being through attractive and tailored arrangements
Highlights included the introduction of the culture manifesto with the themes: full attention to our customers, think big and act now, and work together, win together. Within the CAO, we offer more flexibility and work-life balance and help colleagues with their financial well-being by offering attractive and tailored arrangements. Our focus for 2025 is on preparing an organization and workforce for the future. We do so with an eye on knowledge, skills and ways of working.