Priorities for 2025 • Revolutionise customer interactions with fully integrated mobile and online platforms that offer personalised solutions and real-time support. • Strengthen our security frameworks to protect customer data and ensure compliance with global digital privacy standards. • Establish an AI governance framework. • Advance fraud detection through data analytics and behavioural studies. • Enhance the Data Lake platform by enriching its financial data model with remaining sources of data and implement additional use cases such behavioural scoring. • Develop an AI chatbot for HR, Shariah, and Digital to improve information retrieval and knowledge management. • Enhance our data operations, automate governance, and optimise analytics with a consolidated, AI-powered user interface. • Implement Enterprise Mobility Management (EMM), testing applications on various real devices through a Device Farm to ensure consistent performance and compatibility across multiple device types and operating systems. • Utilise Enterprise Automation Tools (EAP) to automate testing, reduce manual effort, enhance coverage, and speed up release cycles and time-tomarket. • Migrate an additional 20 systems (a mix of critical and non-critical) to the Cloud through an enhanced structured discovery, assessment, and migration approach. Short-to-Medium-Term Priorities • Refine and validate our AI models to enhance employee capabilities in credit assessment, risk management, customer service, and software development. • Foster innovation by scaling our CDX platforms, hosting internal hackathons, and partnering with fintech and technology innovators. • Enhance business continuity through multi-layered disaster recovery, including containerised applications, automated failover systems, Software-Defined Wide Area Network (SD-WAN) technology, and Zero Trust security principles. • Invest in digital and technology initiatives to future-proof the Group. • Execute a robust digital strategy through IT blueprint and digital bank implementation, fostering innovation, improving customer access, and capitalising on data insights. Long-Term Priorities • Transition critical banking services to cloud-native architecture with 99.95% availability, using advanced load balancing, dynamic scaling, and enhanced monitoring systems. • Strengthen our security with advanced threat intelligence, zerotrust architecture, and AI-assisted threat detection systems to protect against evolving cyber threats. • Emphasise technology-driven innovation for business growth and agility, with a focus on customer-centric, sustainable digital solutions. • Enhance the customer experience, embrace cloud computing, and increase agility to drive innovation and value creation. • Prioritise advancements in efficiency, flexibility, security, hyperpersonalisation, transparency, product innovation, and real-time processing through core modernisation. • Leverage big data and AI to deliver sustainable, risk-adjusted investment returns as part of our next-generation asset management. Capitals: Key Risks: Material Matters: Stakeholders: MF IN HU RCR TCR SR NFR DPS GGC CU DIGITALISATION Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2024 74 Strategic Performance Review
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