Taskus, Inc. · NASDAQ:TASK
Taskus — Investor Presentation (December 2024)
42 slides from Taskus's investor presentation, December 2024
Slide 1: Client Advisory Board
Client Advisory Board
Slide 2: Agenda
TIME [PST] TOPIC DISCUSSION LEADER Welcome 11:00- 11:15 AM ● Why are we here? Jarrod Johnson, CCO ● Expectations of the CAB? 11:15- 11:30 AM CAB Member Introductions CAB Members 11:30- 11:45 AM State of the Business Bryce Maddock, CEO 11:45- 12:00 PM NETWORKING BREAK Everest: CXM Industry Update 12:
Slide 3: Client Advisory Board Members Introduction
01 Client Advisory Board Members Introduction
Slide 4: TaskUs Client Advisory Board Members
TaskUs Client Advisory Board Members Laura Nichols Danielle D’Lima Dave Nixon Director, Marketplace Support VP, Operations Head Sales Development Deliveroo Depop Stripe Tina Stokes Jon Blake Nick Bartrum Sr. Director Strategy & Emerging Solutions Director of Service Excellence Membership Services Ub
Slide 5: TaskUs Executive Team
TaskUs Executive Team Bryce Maddock Stephan Daoust CEO/Co-Founder Chief Operations Officer TaskUs TaskUs Jarrod Johnson Phil Tomlinson Chief Customer Officer SVP, Global Offerings TaskUs TaskUs Linda Comp-Noto Jennifer Kavanagh SVP Client Services VP, Client Services TaskUs TaskUs TaskUs Customer Advi
Slide 6: State of the Business
02 State of the Business
Slide 7: TaskUs Customer Advisory Board 2024
2008 TaskUs Customer Advisory Board 2024
Slide 8: Talent Agility Results
Our Approach We invest millions in the employee experience. We have world class office space, Talent provide industry leading benefits and support the coolest companies in the world. This approach enables us to attract and retain the best talent. Agility Our clients are growing exponentially. To deliv
Slide 9: Our Journey
Our Journey Legend HC 49, 500 54,800 Revenue 48, 200 Midpoint guidance 989 $1,000 40,100 960 924 760 $750 23,600 18,400 13,800 8,500 478 $500 7,000 360 1700 810 254 300 500 $250 220 117 85 160 7 77 57 $0 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 TaskUs Cust
Slide 10: State of the BPO Industry
State of the BPO Industry TaskUs Customer Advisory Board 2024
Slide 11: Our 2025 Investment Strategy
Our 2025 Investment Strategy Client Advisory Board | CONFIDENTIAL
Slide 12: Assist AI Prompt AI Call AI
Our TaskGPT platform powers a range of tools that support TaskUs teammates and client customer service teams to drive higher CSAT. Decrease AHT, Reduce Human Error, Boost Accuracy, Increase Consistency, Raise Quality, Lower Costs, Ensure Security AssistAI PromptAI Digital AssistAI augments teammates
Slide 13: Global Accounts
Global Accounts Gagan Mehta Gagan Mehta SVP,Global SVP, Operations Accounts Piero Bruni Clare De Guzman DVP, Global Accounts DVP, Global Accounts Jill Alingod Global Operations Vice President Global Anne Cunanan Global Arijit Basu Operations Operations Vice President Vice President Global Behezad An
Slide 14: Trust & Safety
Trust & Safety 120 Expertise Wellness specialists, including PhD researchers, coaches, Irene Huang counselors, and wellness leaders Phil Tomlinson Sr. Director Wellness & SVP, Global Offerings Resiliency Vina Paglicawan Rachel Lutz Guevara Sr. Director, Wellness & 90 14,801 DVP, Trust & Safety Resil
Slide 15: AI Services
AI Services Leadership 2025 Investments 850,000+ 110+ 125+ Taskers Countries Languages Brennan Smith Operations ● Quality Leader VP, AI Operations ● Delivery Leader ● Quality IC TaskVerse is our proprietary people All kinds of specialists ● Operations IC management and task platform including: Spenc
Slide 16: Financial Crimes + Compliance
Financial Crimes + Compliance Leadership 2 2 COEs ACE Certifications Tech For Teammates in For R+R Work Pragya Agarwal Partnerships R+R Programs Vice President 3,900+ 2024 FCC Dedicated Surekha Nagpal Teammates 3 Industry Leaders and Senior Director 30 Clients in SMEs / Practitioners with 80+ Years C
Slide 17: Sales & Lead Generation
Sales & Lead Generation Operating in Leadership 20 sites Multilingual Major Capabilities campaigns include: Phil Hernandez VP, Sales & Lead Gen 6,000+ across 8 countries supporting languages such Dedicated as English, Spanish, Services ● Inside Sales Teammates 50+ Clients across Mandarin, German, Fr
Slide 18: My Questions
My Questions Why do you choose to work with Us? What is on your operations and product If there was one thing you would insist we not change what would it be? roadmap for 2025? Where can we be better? Where are you on your company’s If you were starting a What is the most frustrating thing about AI
Slide 19: TaskUs Customer Advisory Board 2024
TaskUs Customer Advisory Board 2024
Slide 20: Networking Break
.—l Oc OS Networking Break
Slide 21: Everest: CXM Industry Update
04 Everest: CXM Industry Update
Slide 22: Group Discussion: Getting honest about AI
05 Group Discussion: Getting honest about AI: What's working and not? What should providers do? What do teammates need and want?
Slide 23: TaskUs Geo Footprint: Today and Tomorrow
06 TaskUs Geo Footprint: Today and Tomorrow
Slide 24: EOY 2024 Sites by Region
Region Americas Country CO Site Cali - Arena EOY 2024 CO Cali - Garden CO Medellin - Gallery Region Country Site CO Medellin - Eternal Spring Region Country Site SEA MY Petaling Jaya MX Tijuana - Oasis EMEA GR Thessaloniki - Olympus MX Tijuana - Baja Boogie MY Kuala Lumpur City GR Thessaloniki - Hel
Slide 25: Potential New Locations/Sites
Potential New Locations/Sites Region Country Site Date Month Americas CO Barranquilla Q1 Mar MX Puebla Q1 Jan Region Country Site Date Month BR Brazil India IN Gurugram Building 2 Q1 Mar NAM New site in US or CA IN Mohali Building 2 LATAM Peru IN Gurugram 2 IN New T2/T3 City Region Country Site Date
Slide 26: Group Discussion: Investment Priorities
07 Group Discussion: Investment Priorities
Slide 27: Networking Break
Networking Break me TaskUs™
Slide 28: Closed Client Feedback Session
09 Closed Client Feedback Session
Slide 29: Closing
10 Closing
Slide 30: TaskUs Customer Advisory Board 2024
TaskUs Customer Advisory Board 2024
Slide 31: Appendix
1 Appendix OS TaskUs”
Slide 32: cNPS eNPS
cNPS Q2 2024 eNPS H2 2023 SLT | AUGUST 2024 CONFIDENTIAL
Slide 33: Overall results
Overall results How likely are you to recommend TaskUs to a friend or colleague? Q4 2023 75 NPS Score 81% Promoters 123 Net 6% Detractors 80 74 Promoter Score: 76 (Count:12) 50% Response Rate Q2 2024 213 Responses Received 60 Target: 72 424 Surveys Sent 40 79% Promoters 30 4% Detractors Q2 2024 Detr
Slide 34: By revenue group
● Top 10 decreased due to more Detractors & Passives this cNPS ● Slight decrease in Top 11-20 due to higher Passive percentage ● Rise in the scores of Top 21-30 due to more responses and low Passive percentage By revenue group From Q2 2023 to Q4 2023 Client Comments: Collaboration & Support Consiste
Slide 35: By campaign
● Noticeable rise in Deliveroo due to no Passive ● Noticeable decline in Doordash due to Detractor responses ● Noticeable decline in Uber due to Passive responses By campaign ● Noticeable rise in Etsy due to no Passive and less Detractor responses Response Q2 6 4 27 4 1 2 12 4 5 Count 2024 Q4 5 4 28
Slide 36: By geo
● Noticeable decrease in Europe due to Detractor responses for Doordash ● Noticeable increase in LATAM due to no Detractor response ● Slight decrease for SEA & North America due to decrease in Promoter percentage By geo NAM breakdown SEA breakdown Mexico PH USA India SITE CLIENT COMMENTS Proactive C
Slide 37: By country
● Noticeable increase in Colombia & Taiwan due to no Detractor response ● Noticeable increase in Mexico due to decrease in Passive score responses ● Noticeable decrease in Greece due to rise in Detractor & Passive responses By country ● Decrease in Philippines & USA due to rise in Passive responses
Slide 38: Historical cNPS | 2022-2024 surveys
Historical cNPS | 2022-2024 surveys Response Rate | *Top 30 breaks the uptrend Decreasing trend | 2022-2024 surveys Accounts with at least 1 Detractor, and lowest Top 30 trend in cNPS this survey period scores when combining all cNPS since 2022 No Detractor but still Accounts with at least 1 decreas
Slide 39: Key follow ups
Key follow ups Review feedback Strategic alignment & What about No for follow up exec partnership Responses? Vertical Leaders to drive to boost growth Key accounts where there action planning and follow CS, Operations, and Exec Sponsors were no survey responses - support goals through innovation thr
Slide 40: eNPS H2 2023
eNPS H2 2023 TaskUs Customer Advisory Board 2024
Slide 41: Client Advisory Board | CONFIDENTIAL
Client Advisory Board | CONFIDENTIAL
Slide 42: Client Advisory Board | CONFIDENTIAL
Client Advisory Board | CONFIDENTIAL