CUSTOMER-CENTRICITY Short-to-Medium-Term Priorities • Reconceptualise the customer journey to deliver seamless, tailored experiences across all touchpoints. • Define clear target markets and functionalities for our key electronic solutions, including BIMB Biz by Bank Islam, Be U by Bank Islam, and eBanker Pro. • Identify and focus on anchor customer segments to enhance engagement and value delivery. Long-Term Priorities • Strengthen our organisational capabilities and skills through initiatives like Banking to Programming, equipping teams with advanced skills to drive innovation. • Continuously evolve and integrate our digital platforms to meet future customer needs and maintain a competitive edge. • Rethink and refine the holistic customer journey. Focus Areas Resources Allocated Initiatives Performance and Achievements Priorities for 2025 Ensuring that we meet our customers’ exacting needs enhances their satisfaction and fosters long-term relationships and retention, boosting our revenue and strengthening our market competitiveness. • Enhance customer satisfaction by optimising every touchpoint for seamless interactions. • Strengthen customer segmentation to access new markets and deepen existing ones. • Drive operational excellence through streamlined processes and advanced analytics. • Manufactured Capital: Invest in cuttingedge technologies and eco-friendly infrastructure to enhance service efficiency and accessibility. • Intellectual Capital: Use data-driven insights and innovative solutions to anticipate customer needs and deliver personalised, value-added offerings. • Social and Relationship Capital: Build customer trust and loyalty through active engagement, transparent communication, and tailored experiences. • Partnered with new institutions and introduced advisory products to meet evolving customer demands, exploring offerings with BIMB Investment, BIMB Securities, STMB, PMB Investment Berhad, Nomura Asset Management, and AHAM Asset Management Berhad. • Strengthened the CDX to support customercentric innovation and future-proof our digital capabilities. • Supported SMEs with tailored financing solutions for renewable energy, energy efficiency, alongside ESG-related capacitybuilding resources, compliance support, and additional tools, to promote sustainable growth. • Diversified our customer base by targeting higher-income individuals with personalised premium services, including wealth management investment solutions and exclusive credit products. • Invested consistently in cybersecurity measures to safeguard customer confidentiality and data safety. • Enhanced customer visibility and accessibility at key airports for foreign currency exchange. • Enhanced customer visibility and accessibility at key airports for foreign currency exchange. • Invested in our middle office to drive efficiency and deliver greater value. • Expanded our digital banking platform and internal resources to deliver more inclusive and cost-effective financial solutions to our customers, such as VAO, FAST, LMS, Financing Chatbot, and WiSE. • Achieved significant growth with eBanker Pro, with transaction count averaging RM1.6 million, a 4.6% increase from 2023, and transaction volume reaching RM22.4 billion, reflecting a 25.3% growth, highlighting its role as a key driver of our cash management services. • In 2024, our NPS declined, reflecting increased customer expectations for an enhanced Mobile and Internet Banking experience. Building on 2023, the 2024 survey expanded beyond in-branch customers to include online users, providing a more balanced perspective. • Recognising this, we launched BIMB Mobile and BIMB Web to replace the legacy GO by Bank Islam platforms, offering enhanced functionality, intuitive navigation, and robust safety features. • Introduced online access activation on BIMB Mobile and BIMB Web to enhance transaction security, ensuring only authorised users can access our banking services. • Enhanced the BEST Invest app by BIMB Investment with key improvements to deliver a superior customer experience. • Be U by Bank Islam achieved a STOR of 95%, enabling efficient customer onboarding with an average process time of eight minutes and only 1.19 clicks per screen. • Reduced steps for mobile banking payments from four to three and streamlined QR payments within the quick transfer limit to just two steps, making it the fastest transaction option. • Established an efficient retail-focused structure centred on customers, aimed at driving financing growth while prioritising deposit mobilisation and fee-based income generation. • Invested in our middle office to drive efficiency and deliver greater value. • BIMB Investment’s BEST investment platform app has recorded over 32,000 registered users, managing over RM7.9 million in investment. • Successfully upgraded BIMB Securities’ front office management system to the Fidessa platform, enhancing our middle office operations and elevating Direct Strategy Access (DSA) platforms for improved efficiency and performance. • Leverage technology and data analytics to offer tailored financial solutions that meet individual customer needs. • Introduce innovative, environmentally friendly, and socially responsible financial products that align with our customers’ values. • Build trust and loyalty through proactive communication, transparent practices, and collaborative feedback mechanisms. Headline KPIs Item/Year 2022 2023 2024 Net Promoter Score (NPS)* 71 67 28 Total financing of SME Customers (RM billion) 2.5 2.7 2.8 * Refer to dequalifier in Performance and Achievements Capitals: Key Risks: Material Matters: Stakeholders: MF IN SR TCR RCR SR NFR CX DPS CU Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2024 70 Strategic Performance Review
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