## Our Strategic Pillars 

1 We will  face customers as Company 

26 Up to mbps in 2006 

50 % More than of Our Revenue 

## Customer Experience 

We will face customers as one company, offering a single point of contact. One source for all of our customers’ communications—at home, at work, on the go. Bell will deliver the new freedom of digital technology free of frustrations. This is the Power of One. 

2004  Customer Experience Milestones 

•  Retired more than 1,000 service codes 

•  431,000 customers on bundles 

•  30% reduction in SMB provisioning time 

•  Began to implement Galileo initiatives, aimed at simplifying processes, improving service and lowering costs 

•  Migrated key billing system 

•  48-hour installation for ExpressVu 

•  80% one call resolution in 310-BELL 

•  Improved in-store selling time by 30% 

•  Stopped selling some major non-IP network products 

•  Introduction of fi ve dollar virtually unlimited long distance 

## Reliable Bandwidth 

In 2006, we will deliver up to 26 megabits per second data speed (about 8 times today’s DSL speeds) and, by 2008 we will be able to offer it to approximately 4.3 million households in the Québec City to Windsor corridor. With EVDO technology on the wireless side, we will deliver up to 2.4 megabits per second to mobile devices. 

2004  Bandwidth Milestones 

•  Pioneering Fibre-to-the-Node rollout 

•  60% of core network traffi c on IP 

•  DSL footprint reaches 83% of customers 

•  Completed IP migration plan for major Enterprise customers 

•  VDSL to MDU progress (335 buildings signed) 

## Next Generation Services 

By 2006, more than 50% of our revenue is expected to come from next generation and new growth services. By the end of 2005, this will already be true in our business sectors. Our legacy businesses are slowing down. But customers are eager for new value delivered over the network. And we have laid the groundwork—bundling existing products, developing new communications products, and partnering to bring entirely new levels of value. 

2004  Next Generation Services Milestones 

•  Launch of Sympatico-MSN.ca portal 

•  Introduction of MSN Premium 

•  Launch of wireless phone-to-phone video messaging 

•  145,000 Enterprise Voice over IP lines 

•  60% of major Enterprise customers buy Value-Added Solutions 

•  Data is 50%+ of Bell’s wireless ARPU growth in 2004 

•  57% of Mobility customers regularly use data 

•  Launch of leading-edge wireless location-based services 

Customer Experience in 2005 

•  We will launch redesigned Bell.ca site to increase online sales 

•  Serving customers more effectively should allow us to dispatch fewer trucks as we strive to eliminate re-work 

•  We will continue to aggressively market our traditional products and services using innovative marketing techniques 

•  Rollout of new simpler bill 

•  We will increase adoption of self-serve services and web-based interfaces by Enterprise customers 

Reliable Bandwidth in 2005 

•  Enterprise expects to migrate 150 major customers to IP networks 

•  Begin EVDO deployment 

•  By end of 2005, deploy high density remotes to 2,500 neighbourhoods serving up to 1.1 million households 

•  We expect 10 – 15% subscriber growth for video services 

Next Generation Services in 2005 

•  70% of our major customers in the Enterprise market will purchase Value-Added Solutions, increasingly viewing us as a supplier of ICT services 

•  In the SMB space, we will reinvent the way IT and telecom are integrated, with the objective of increasing the number  of SMB customers that view Bell as their technology advisor  or “Virtual CIO” 

•  We will start trials of IPTV, delivering video over ordinary  phone wires 

•  We will exploit our IP capability to achieve interoperability between wireline and wireless platforms 

•  Introduce Internet Telephony for consumers 

