Our Purpose We help keep our communities healthy, fed, clean, and safe. 1 2022 ANNUAL REPORT 2022 was the year of achievement, as we introduced our future of chemical and ingredient distribution model and its six key business drivers, which include industry focus, sustainability, technical acumen, digitalization, marketing, and reliability. At the heart of what we do, our sales DQGSURGXFWPDQDJHPHQWIXQFWLRQVKDYHEXLOWWHDPVZLWKVSHFLĆFLQGXVWU\UHJLRQDQGSURGXFW line expertise. This enables us to meet local customer and supplier needs on a global scale. We strive to lead with focus as we set ambitious goals to drive positive change within our operations. Whether searching for the next great ingredient, a new way to reuse or recycle a material, or a GLVWULEXWRUWKDWLVEXLOGLQJDPRUHFLUFXODUWUDQVSDUHQWDQGHIĆFLHQWVXSSO\FKDLQZHVWULYHWREH WKHSDUWQHUWRKHOSĆQGVROXWLRQVWKDWSURWHFWRXUSODQHWDQGJURZRXUEXVLQHVV T hrough our global network of Solution Centers and on-the-ground application specialists, chemists, and food scientists, we bring technical acumen through an ecosystem of innovation, as we work to deliver practical solutions that address the latest trends, regulatory requirements, and sustainability challenges. We believe our digitalization advancements throughout the year demonstrate KRZHFRPPHUFHDUWLȴFLDOLQWHOOLJHQFH $Ζ DQG “smart supply chain” are not just buzzwords for us. Digital technology is helping to transform our business across the board, from formulation testing DQGGHYHORSPHQWWRSURGXFWWUDQVDFWLRQVWRȴQGLQJ new customers and making it easier to do business. We have grown our company through new authorizations from suppliers and have built the FDSDELOLW\WRȴQGQHZFXVWRPHUVDFURVVWKHSURGXFW development cycle. By delivering recommendations for ingredients that meet the latest market trends while also supplying foundational products with speed, we serve as a brand extension and accelerator for our suppliers while attracting customers through a nimble and dynamic blend of traditional and digital tactics. Thanks to our resilient business model and our global diverse workforce of approximately 9,700 hard-working, talented people, our company has worked toward increasing our ability to be a full-service distribution partner that leverages a global supply chain at the local level, giving us an advantage. We own the “last mile” of delivery and by seamlessly bringing together our YDVWSRUWIROLRZHDUHZRUNLQJWRUHGHȴQHFKHPLFDO DQGLQJUHGLHQWGLVWULEXWLRQ5HVXOWVIURPRXUHRUWV produced a net income increase of 18.4 percent to PLOOLRQDQGDQ$GMXVWHG(%Ζ7'$1 increase of 31.1 percent to $1.046 billion from the prior year with positive cash provided by operating activities, which we’ve used to opportunistically buy back over $400 million of our shares. We also invested LQEROWRQDFFUHWLYHPHUJHUV DFTXLVLWLRQV 0 $ transactions that are expected to extend our supplier and customer relationships and enhance our stockholder value. :HEHOLHYHWKHVHUHVXOWVUHȵHFWWKHH[HFXWLRQRI our strategy, which has included the introduction of our Food Solution Center as part of a specialized network of Solution Centers around the globe, along with the launch of Foodology by Univar Solutions, a specialized team dedicated to the unique distribution and technical innovation needs of the food and nutrition ingredient industries. Our chemical and specialty ingredient expansion continued throughout the year as we added a full- service homecare and industrial cleaning laboratory WRRXUȵDJVKLS6ROXWLRQ&HQWHUIRUWKH8QLWHG6WDWHV LQ+RXVWRQ7H[DVZKLOHRSHQLQJRXUȵDJVKLS 6ROXWLRQ&HQWHUIRU(XURSHLQ(VVHQ*HUPDQ\ From the President and CEO To Our Stockholders 1$GMXVWHG(%Ζ7'$LVWKHPHDVXUHRIRSHUDWLQJSHUIRUPDQFHWKDWLVXVHGDVWKHSULPDU\EDVLVIRUWKHFKLHIRSHUDWLQJGHFLVLRQPDNHUWRHYDOXDWHWKHSHUIRUPDQFHRIHDFK RIRXUUHSRUWDEOHVHJPHQWV6HHȊ1RWH 6HJPHQWVȋLQΖWHPRIWKH$QQXDO5HSRUWRQ)RUP.Ȋ$QDO\VLVRI6HJPHQW5HVXOWVȋDQGȊ1RQ*$$3)LQDQFLDO0HDVXUHVȋ ZLWKLQΖWHPRIWKH$QQXDO5HSRUWRQ)RUP.IRUDGGLWLRQDOLQIRUPDWLRQDQGDUHFRQFLOLDWLRQRIRXUQHWLQFRPHWR$GMXVWHG(%Ζ7'$RQDFRQVROLGDWHGEDVLV 2 “ Through our team of chemists, scientists, and technical leaders, we are better able to support advancements... ” Serving as a center point for our global hub-and-spoke model RILQQRYDWLRQRXU(VVHQORFDWHG6ROXWLRQ&HQWHULVIRFXVHG on sustainability, collaboration and development through in- house capabilities including product formulation, benchmark SURWRW\SLQJSURGXFWSHUIRUPDQFHWHVWLQJDQGHɝFDF\SURGXFW analysis, shelf-life testing and more. Through our team of chemists, scientists and technical leaders, we are better able to support advancements and help drive demand in our global markets, across life sciences and industrial solutions end markets, including beauty and personal care; IRRGLQJUHGLHQWV SKDUPDFHXWLFDOLQJUHGLHQWV &$6( FRDWLQJ DGKHVLYHVVHDODQWVDQGHODVWRPHUV UXEEHUDQGSODVWLFV additives; homecare and industrial cleaning; lubricants and PHWDOZRUNLQJȵXLGV DQGFXVWRPSDFNDJLQJDQGDHURVSDFH We saw the addition of four pharmaceutical ingredient labs at RXUȵDJVKLS6ROXWLRQ&HQWHUVLQ+RXVWRQ7H[DV 2VDVFR6¥R 3DXOR%UD]LO 0H[LFR&LW\0H[LFR DQG(VVHQ*HUPDQ\7KHVH new facilities are designed to foster innovation and growth for customers in life sciences by providing technical services for YDULRXVGRVDJHIRUPVLQFOXGLQJRUDOVROLGGRVH 26' VHPL solid, liquid, and topical. Our Solution Centers also went digital as we launched our RQOLQH'HVWLQDWLRQ ΖQQRYDWLRQKXEWKURXJKDQΖQQRYDWLRQ Day virtual event. Here we were able to highlight the people, technology and ingredient innovation found in our global network made up of technical laboratories and food kitchens that support product development, testing and advancement across industries and geographies. From ingredient and specialty chemical innovations to recipe testing and sustainable product development, brands of all sizes are increasingly looking to Univar Solutions for help with research and development, problem solving and technical innovation day RUQLJKWDVRXUGLJLWDOPRGHORHUVFRQQHFWLYLW\DQGIXUWKHU collaboration between our regions. We continue to look for new ways to be more predictive, productive, and sustainable in our formulation work, using advanced digital tools that help drive WHFKQLFDOLQQRYDWLRQ$ΖDOJRULWKPVIRUH[DPSOHKHOSXVSUHGLFW changing consumer behavior as well as streamline research, so we can put more energy into developing solutions to meet our suppliers’ and customers’ challenges. ΖFRXOGQȇWEHPRUHSOHDVHGZLWKRXUSURJUHVVDVZHZRUN toward going deeper and wider across our markets to better serve our suppliers and customers and return value to our stockholders. We believe that by keeping a close eye on market trends and examining all our products, processes, and operations for growth opportunities, Univar Solutions has executed and delivered by expanding from a traditional chemical distributor to a distributor with a full line card of both specialty and foundational chemicals and ingredients for a suite of value-added solutions and services. 3 2022 ANNUAL REPORT T KH86$VHJPHQWH[SDQGHG $GMXVWHG(%Ζ7'$1 to $709 million which is a 42.4 percent increase from the prior year. Results LQFOXGHGKLJKHUJURVVSURȴW H[FOXVLYHRI GHSUHFLDWLRQ SDUWLDOO\RVHWE\KLJKHU outbound freight and handling expenses as well as higher warehousing, selling DQGDGPLQLVWUDWLYHH[SHQVHV :6 $ :H are the largest commodity and specialty chemical and ingredient distributor in the United States. Our locations span across the country, with personnel strategically located where customers and suppliers need them and where we are ready to support their needs. We believe our close proximity to customers, installed asset base, transportation and digital assets and our extensive product knowledge and end market expertise all serve as competitive advantages and provide sustainable value to our suppliers and customers throughout the segment. 7KH(XURSHDQGWKH0LGGOH(DVWDQG $IULFD (0($ VHJPHQWH[SDQGHG$GMXVWHG (%Ζ7'$1 to $177 million which is a 3.5 percent increase from the prior year SULPDULO\GXHWRIDYRUDEOH:6 $SDUWLDOO\ RVHWE\ORZHUJURVVSURȴW H[FOXVLYH RIGHSUHFLDWLRQ :HPDLQWDLQDVWURQJ SUHVHQFHLQWKH8QLWHG.LQJGRPDQG FRQWLQHQWDO(XURSHZLWKVDOHVRɝFHVLQ FRXQWULHVDQGWZRVDOHVRɝFHVLQWKH 0LGGOH(DVWDQG$IULFD:LWKFRPPRGLW\ and specialty chemical and ingredient distribution to customers primarily in RXUΖQGXVWULDO6ROXWLRQV/LIH6FLHQFHV DQG*HQHUDOΖQGXVWULDOHQGPDUNHWVRXU (0($VHJPHQWVXSSRUWV6ROXWLRQ&HQWHUV throughout the region, with key centers RIH[FHOOHQFHORFDWLRQVLQ3DULV)UDQFH and a new state-of-the-art formulation ODERUDWRU\LQ(VVHQ*HUPDQ\GXULQJ 1$GMXVWHG(%Ζ7'$LVWKHPHDVXUHRIRSHUDWLQJSHUIRUPDQFHWKDWLVXVHGDVWKHSULPDU\EDVLVIRUWKHFKLHIRSHUDWLQJGHFLVLRQPDNHUWRHYDOXDWHWKHSHUIRUPDQFHRIHDFK RIRXUUHSRUWDEOHVHJPHQWV6HHȊ1RWH 6HJPHQWVȋLQΖWHPRIWKH$QQXDO5HSRUWRQ)RUP.Ȋ$QDO\VLVRI6HJPHQW5HVXOWVȋDQGȊ1RQ*$$3)LQDQFLDO0HDVXUHVȋ ZLWKLQΖWHPRIWKH$QQXDO5HSRUWRQ)RUP.IRUDGGLWLRQDOLQIRUPDWLRQDQGDUHFRQFLOLDWLRQRIRXUQHWLQFRPHWR$GMXVWHG(%Ζ7'$RQDFRQVROLGDWHGEDVLV 7KH&DQDGDVHJPHQWH[SDQGHG$GMXVWHG (%Ζ7'$1 to $120 million which is a 14.9 percent increase from the prior year primarily due to higher gross SURȴW H[FOXVLYHRIGHSUHFLDWLRQ DQG SDUWLDOO\RVHWE\LQFUHDVHG:6 $7KH Canada segment supports commodity and specialty chemical and ingredient distribution with a sales force deployed through specialized account management across the segment. Designed to serve our focused customer end markets within ingredients and specialties, and through a geographic sales district model to support the bulk and local chemical distribution end markets, we believe Univar Solutions is positioned in Canada to leverage shared information systems and technology to serve our diverse end markets. 7KH/DWLQ$PHULFD /$7$0 VHJPHQW which includes developing businesses in /DWLQ$PHULFDDQGWKH$VLD3DFLȴFUHJLRQ H[SDQGHG$GMXVWHG(%Ζ7'$1 to $63 million which is a 10.7 percent increase from the prior year primarily due to higher gross SURȴW H[FOXVLYHRIGHSUHFLDWLRQ SDUWLDOO\ RVHWE\LQFUHDVHG:6 $2XUSUHVHQFH in Brazil grew with the acquisition of Sweetmix, while our regionally focused distribution sites and Solution Centers helped us support commodity and specialty chemical and ingredient distribution customers primarily in our *HQHUDOΖQGXVWULDOΖQGXVWULDO6ROXWLRQV DQG/LIH6FLHQFHVHQGPDUNHWV:LWK FHQWUDOORFDWLRQVDFURVV%UD]LO0H[LFR and Colombia, we believe we are well positioned to meet the needs of our customers through a team of chemical sales, product management and supply chain professionals. Our Segments 4 Our Accolades 2022 5 2022 ANNUAL REPORT Life-saving Rules 1. Safety devices 2. Personal protective equipment 3. Lock out/tag out 4. Working at heights 5. Hot work 6. &RQĆQHGVSDFHV 7. Operation of powered industrial trucks 8. Bonding/grounding 9. Transferring chemicals 10. )DOVLĆFDWLRQRI records 11. Incident reports 12. Hands-free communication while driving was the safest year yet for Univar Solutions. We achieved a global Total &DVHΖQFLGHQW5DWH 7&Ζ5 0.96 0.70 0.71 0.59 0.58 0.36 0.40 0.33 0.00 0.20 0.40 0.60 0.80 1.00 2015 2016 2017 2018 2019 2020 2021 2022 TCIR History 12 Serious About Safety the rate of recordable injuries per 200,000 hours worked, of 0.33, compared with 0.40 in 2021 and ahead of our 2025 WDUJHWRI7KLVUHFRUGSHUIRUPDQFHUHȵHFWVDIRFXVRI always being serious about safety. With 12 life-saving rules as our foundation, employees are empowered to recognize positive safety behavior and stop work if something doesn’t IHHOVDIHΖWȇVWKLVSURDFWLYHDSSURDFKWRKD]DUGUHFRJQLWLRQ that helps our operation leaders stay diligent while looking for ways to improve. We are committed to the highest standards of safety, using procedures, personal protective HTXLSPHQW 33( DQGEHKDYLRUEDVHGVDIHW\ %%6 WRKHOS NHHSVDIHW\DWWKHIURQWRIRXUDFWLYLWLHV(YHQZLWKJUHDW results, we have our eyes set on actions during 2023 GHVLJQHGWRIXUWKHUUHGXFHRXU7&Ζ5DVZHDOZD\VVWULYH for zero. Univar Solutions Global TCIR Trend “ ...making a positive impact on society, the environment, and economies around the globe... ” (6*JRDOVIRUDQGEH\RQG$VRXUHRUWVJXLGHXVWR help build a better tomorrow for future generations, our goals enable us to focus on reducing our contribution to global climate change. We were able to focus on release prevention, reducing resource use, progressing responsible sourcing, and bringing more sustainable solutions to market, while advancing diversity, equity and inclusion and furthering community HQJDJHPHQW7KLVLQFOXGHGLQFRUSRUDWLQJ(6*LQLWLDWLYHVLQWR our business values and purpose while outlining priorities around safety, sustainability, and value creation. Throughout the year we strived to improve our safety record, reduce our HQYLURQPHQWDOLPSDFWDQGLQFUHDVHWUDQVSDUHQF\ΖȇPHTXDOO\ pleased to see how during 2022 we demonstrated our purpose to help keep our communities healthy, fed, clean, and safe with net sales of 8 percent related to food ingredients, 7 percent related to homecare and industrial cleaning, 5 percent related WRSKDUPDFHXWLFDOLQJUHGLHQWVDQGȴQLVKHGSURGXFWVSHUFHQW related to industrial and municipal water treatment and 2 percent related to chemical waste removal. Collectively, 26 percent of our revenues in 2022 were derived from industries and activities linked to our purpose. $VDFRPSDQ\ZHXQGHUVWDQGWKH LPSRUWDQFHRI(6*DQGΖZDVSOHDVHG to see Univar Solutions recognized IRUVXFKHRUWVE\DSSHDULQJRQ 1HZVZHHNPDJD]LQHȇV$PHULFDȇV 0RVW5HVSRQVLEOH&RPSDQLHVOLVWIRU a second consecutive year. We were ranked 93, moving up an impressive 52 spots from our previous ranking of 145 in 2022, out of a total list of the WRS%\LQFRUSRUDWLQJ(6*LQWRRXU operating strategies, processes, and culture, we believe we are positioned to continue our journey toward making a positive impact on society, the environment, and economies around the globe. 6 ™ Our Environmental, Social and Governance (ESG) Journey 2022 was an important year in our sustainability journey as we continued to measure our progress toward our global 7 2022 ANNUAL REPORT Diversity, Equity & Inclusion ΖQFUHDVHGLYHUVHUHSUHVHQWDWLRQDW leadership levels and create the opportunities and culture to enable employees to bring their authentic selves to work. Release Prevention Support the responsible handling of materials across our operations and supply chain. Climate Action ΖPSOHPHQWWKHWHFKQRORJ\SURFHVVHV and culture to support our journey toward a net-zero carbon future. Sustainable Sourcing Drive improved sustainability performance and minimum standards across our diverse supplier base. Serious About Safety .HHSRXUHPSOR\HHVYHQGRUVDQG customers safe at work through our safety focused culture and practices. Sustainable Solutions /HYHUDJHRXUSRUWIROLRRIVXVWDLQDEOH products, services, practices, and technologies to support our customers’ sustainability journeys. Resource Use Drive sustainable resource use through embedding the principles of circularity and operational excellence. Global ESG Goals to 2025 Community Engagement Demonstrate our commitment to help keep society healthy, fed, FOHDQDQGVDIHWKURXJKȴQDQFLDO investment and employee involvement in the communities in which we live and work. We were also proud to introduce our Community Bonds philanthropy and engagement initiative with the launch of our volunteering program that grants eligible employees time to give back. Our 86$DQG&DQDGDVHJPHQWVZHUHWKHȴUVWWRODXQFK DQRɝFLDOSROLF\IROORZHGE\%UD]LOZLWKIXUWKHU SKDVHGUROORXWVVFKHGXOHGWKURXJKRXW/$7$0DQG (0($GXULQJ0DQ\RIRXUHPSOR\HHVKDYH stepped-up to deliver on our purpose and help keep our communities healthy, fed, clean, and safe. The progress made to date is something we are collectively proud of, and we will continue to share more on our journey as it evolves further. We also continued our work toward moving more of our sites to renewable energy sources E\LQVWDOOLQJNLORZDWW N: VRODUSDQHOVDQG DQHQHUJ\VWRUDJHV\VWHP (66 ZLWKWRWDOHQHUJ\ FDSDFLW\RIN:NLORZDWWKRXU N:K DWRXU City of Commerce, California location in the United 6WDWHV0DUNLQJRXUODWHVWDQGODUJHVWUHQHZDEOH energy installation, we remain steadfast with RXUJRDOVDQGΖȇPSOHDVHGWRVHHRXUEXVLQHVV maintaining such a strong focus on our challenging and ambitious sustainability journey. Throughout the year we’ve accelerated the integration of our (6*JRDOVDFURVVWKHFRPSDQ\JOREDOO\DVZH take our responsibilities seriously and work to consistently demonstrate our ability to deliver on our ambitious goals, including reaching net-zero carbon emissions by 2050. 8 W e are committed to fostering a safe, collaborative, supportive and respectful environment that values diverse perspectives, mitigates unconscious bias and enables a culture where employees can bring their authentic self to work. We were pleased to be UHFRJQL]HGDVD%HVW3ODFHWR:RUNIRU/*%74(TXDOLW\ E\WKH+XPDQ5LJKWV&DPSDLJQ +5& )RXQGDWLRQDIWHU achieving a score of 100 on the HRC Foundation’s 2022 &RUSRUDWH(TXDOLW\ΖQGH[ &(Ζ 7KH+5&)RXQGDWLRQȇV &(ΖZKLFKRXUFRPSDQ\KDVSDUWLFLSDWHGLQIRUWKHSDVW four years, is the nation’s foremost benchmarking survey and report measuring corporate policies and practices UHODWHGWR/*%74ZRUNSODFHHTXDOLW\:HFRQWLQXH WRSDUWQHUZLWKNH\RUJDQL]DWLRQVVXFKDV&(2$FWLRQ WKHODUJHVW&(2OHGLQLWLDWLYHWRGULYHLQFOXVLRQWRKHOS ensure that the actions we are taking make a sustainable impact and keep us accountable for change. Rounding out our year of achievements include an increase in the favorability rating of our inclusive culture amongst our salaried employee population, along with an increase in the number of female people managers globally and an increase in the number of ethnically diverse people PDQDJHUVLQWKH86$:HXVHRXUJOREDOLQFOXVLRQ councils to help hold ourselves accountable for progress, drive decision-making for the unique needs of our diverse employee groups and ensure we are conducting business in ways that advance inclusion for our industry. Diversity, Equity, and Inclusion Progress 9 For example, in 2022 we were so proud to introduce industry campaigns to highlight our beauty and personal care product formulations that meet the needs of multiple generations, genders, cultures, and expressions, helping our customers UHDFKDEURDGHUDXGLHQFHIRUWKHLUSURGXFWV$GGLWLRQDOO\ZH seek to drive greater employee engagement, create education opportunities, and instill a greater sense of community WKURXJKWKHHRUWVRIRXUHLJKW(PSOR\HH5HVRXUFH1HWZRUNV “ Being a place where people matter is not just something we say but is something we do. ” Being a place where people matter is not just something we say but is something we do. During 2022, we joined in WKH)XWXUHRI67(06FKRODUVΖQLWLDWLYH )266Ζ WKHFKHPLFDO industry’s collaborative equity, diversity, and inclusion initiative aimed at creating pathways for more underrepresented groups to enter and succeed in science, technology, HQJLQHHULQJDQGPDWK 67(0 FDUHHUVLQWKHFKHPLFDO LQGXVWU\)266ΖSURYLGHVVFKRODUVKLSVWRJUDGXDWLQJ KLJKVFKRROVWXGHQWVSODQQLQJWRPDMRULQUHOHYDQW67(0 ȴHOGVDW+LVWRULFDOO\%ODFN&ROOHJHV 8QLYHUVLWLHVDQGΖȇP H[FLWHGWKDWGXULQJZHZHOFRPHGRXUȴUVW)266ΖVFKRODU Saiyd Harvin. Currently enrolled at Central State University in Wilberforce, Ohio, Saiyd is well on his way to achieving his academic goals and we will be with him every step of this four-year journey. $VDVLJQDWRU\RIWKH&(2$FWLRQIRU'LYHUVLW\ ΖQFOXVLRQ70 &(2$FWLRQ FRDOLWLRQZHKDYHSOHGJHGWRWDNHDFWLRQDQG help foster a safe, collaborative, supportive and respectful environment. We are committed to fostering equality and equity across our company and have a zero-tolerance policy IRUGLVFULPLQDWLRQDQGKDUDVVPHQWΖQDFFRUGDQFHZLWKWKLV policy, we strive to recruit and hire employees based on TXDOLȴFDWLRQVDQGȴWIRUDMREDQGZLWKRXWUHJDUGWRUDFH religion, nationality, gender, age, disability, sexual orientation or any other status protected by law. We also have systems XQGHUZKLFKHPSOR\HHVFDQUHSRUWLQFLGHQWVFRQȴGHQWLDOO\RU anonymously without fear of reprisal. Saiyd Harvin 2022 FOSSI Scholar 2022 ANNUAL REPORT 10 “ These achievements support our relentless focus on our customers to drive a differentiated experience. ” O ur CX strategy and framework earned recognitions DFURVVRXULQGXVWU\LQ6SRQVRUHGE\$ZDUGV ΖQWHUQDWLRQDO/LPLWHG8QLYDU6ROXWLRQVWRRN KRPHIRXUDZDUGV JROGDQGVLOYHU LQERWK WKH86&XVWRPHU([SHULHQFH$ZDUGVȠ 86&;$® DQG ΖQWHUQDWLRQDO&XVWRPHU([SHULHQFH$ZDUGVȠ L&;$ competitions in the categories of: Best CX Strategy, Best %XVLQHVVWR%XVLQHVV %% &;%HVW8VHRIΖQVLJKW )HHGEDFN DQG%HVW0HDVXUHPHQWLQ&;7KHVHDFKLHYHPHQWVVXSSRUW RXUUHOHQWOHVVIRFXVRQRXUFXVWRPHUVWRGULYHDGLHUHQWLDWHG experience. Best CX Strategy & Best B2B CX &DWHJRU\ZLQQHUSODFLQJ6Ζ/9(5DQG*2/'WKLVDZDUG acknowledges our focus on developing an award-winning strategy and framework that establishes a global voice of the FXVWRPHUSURFHVVXVLQJ1HW3URPRWHU6FRUH 136Ƞ DVZHOO as measuring critical touchpoints of the customer journey, LQFOXGLQJ +DYLQJ3URGXFW$YDLODEOH'HOLYHULQJ2Q7LPHWR RXU)LUVW&RPPLWPHQWDQG(QVXULQJZHDUH5HVSRQVLYHDQG 3URDFWLYHLQRXUFRPPXQLFDWLRQVWRLVVXHVDQGRSSRUWXQLWLHV with our customers and with each other. Best Measurement in CX &DWHJRU\ZLQQHUSODFLQJ*2/'LQERWKWKH86and ΖQWHUQDWLRQDOO\IRURXUZRUNLQGHYHORSLQJD&;ZKLFK provides employees transparency in our customers’ sentiment versus our performance across critical journey touchpoints. The CX360 not only provides a customer friendly scorecard, but also various views that help our sales and functional leaders GULOOLQWRDUHDVRIRSSRUWXQLW\/DVWO\8QLYDU6ROXWLRQVKDV GHYHORSHGDSUHGLFWLYH136ȠVFRUHZKLFKKHOSVRXUWHDPV to get ahead of potential issues that have an impact on the customers’ experience. Best Use of Insight and Feedback in CX &DWHJRU\ZLQQHUSODFLQJ*2/'LQERWKWKH86DQG ΖQWHUQDWLRQDOO\IRUGHYHORSLQJJRYHUQDQFHDQGRZQHUVKLSRI NH\PHWULFVDFURVVWKHFXVWRPHUMRXUQH\/HYHUDJLQJWKH&; various business and functional leads now have information available to help validate our performance to the customer sentiment. These same leaders set goals designed to drive improvements and our sales leadership takes ownership to IROORZXSRQHYHU\136ȠGHWUDFWRUUHVSRQVH Customer Experience (CX) Excellence 11 2022 ANNUAL REPORT Thank you, David Jukes 3UHVLGHQWDQG&KLHI([HFXWLYH2ɝFHU 7KLVUHSRUWFRQWDLQVIRUZDUGORRNLQJVWDWHPHQWVZLWKLQWKHPHDQLQJRIWKH3ULYDWH6HFXULWLHV/LWLJDWLRQ5HIRUP$FWRI )RUZDUGORRNLQJVWDWHPHQWVLQFOXGHDQ\VWDWHPHQWVWKDWDUHQRWVWDWHPHQWVRIKLVWRULFDOIDFWLQFOXGLQJVWDWHPHQWVUHJDUGLQJRXU(6*SODQV goals, and operational strategies. The inclusion of any such statements is not an indication that these contents are necessarily material to LQYHVWRUVRUUHTXLUHGWREHGLVFORVHGLQ8QLYDU6ROXWLRQVȇȴOLQJVZLWKWKH866HFXULWLHVDQG([FKDQJH&RPPLVVLRQ 6(& )RUZDUGORRNLQJ VWDWHPHQWVDUHVXEMHFWWRULVNVDQGXQFHUWDLQWLHVWKDWFRXOGFDXVHDFWXDOUHVXOWVWRGLHUPDWHULDOO\IURPWKHH[SHFWDWLRQVH[SUHVVHGLQFOXGLQJ WKHULVNVDQGXQFHUWDLQWLHVGHVFULEHGLQRXUȴOLQJVZLWKWKH6(&LQFOXGLQJVSHFLȴFDOO\WKH5LVN)DFWRUVGHVFULEHGLQRXUDQQXDOUHSRUWRQ )RUP.