Retail Banking Presentation

December 2017

1
 Safe Harbor

Except for the historical information contained herein, statements in this release which
contain words or phrases such as “will”, “aim”, “will likely result”, “would”, “believe”, “may”,
“expect”, “will continue”, “anticipate”, “estimate”, “intend”, “plan”, “contemplate”, “seek to”,
“future”, “objective”, “goal”, “strategy”, “philosophy”, “project”, “should”, “will pursue” and
similar expressions or variations of such expressions may constitute "forward-looking
statements". These forward-looking statements involve a number of risks, uncertainties and
other factors that could cause actual results to differ materially from those suggested by the
forward-looking statements. These risks and uncertainties include, but are not limited to
our ability to successfully implement our strategy, future levels of non-performing loans,
our growth and expansion, the adequacy of our allowance for credit losses, our provisioning
policies, technological changes, investment income, cash flow projections, our exposure to
market risks as well as other risks. Axis Bank Limited undertakes no obligation to update
forward-looking statements to reflect events or circumstances after the date thereof.

2
Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 The opportunities in retail banking are immense given the low
penetration across key products

Low Housing Loan penetration Household debt at very low level

Housing loan penetration (%) Total credit to Household and NPISH (as % of GDP)
Indonesia 1 India 10
Brazil 2 Russia 16
Russia 2 Indonesia 17
India 3 Brazil 24
China 5 China 40
Thailand 6 Singapore 60
Hong Kong SAR 14 Hong Kong SAR 67
Malaysia 17 Malaysia 71
Singapore 22 Thailand 71
Korea 26 United States 79
United States 37 Korea 89
0 10 20 30 40 0 20 40 60 80 100

Further potential for branch expansion Low support infrastructure

Commercial bank branches (per 100,000 adults)
Point-of-sale terminals (per 100,000 adults)
China 8
Singapore 9 Indonesia 120
Malaysia 11
India 165
Thailand 13
India 14 Malaysia 941
Korea, Rep. 17
Indonesia 18 Singapore 1,887
Hong Kong… 22
United States 2,156
United States 33
0 10 20 30 40 0 500 1000 1500 2000 2500

Source: World Bank

4
Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 The retail-ization of Axis Bank has been the bedrock of our
financial performance…
All figures in ` billion
Overall Deposits Overall Advances Overall Fee Income

Bank CAGR 13% Bank CAGR 17% Bank CAGR 9%

4,144
3,731 79
3,580 3,388 75

3,224 2,811 68
2,809
2,301 60
2,526
1,970 55

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 FY13 FY14 FY15 FY16 FY17

Retail % - Deposits Retail % - Advances Retail % - Fee Income

Retail Deposits* CAGR 18% Retail Advances CAGR 27% Retail Fees CAGR 19%

81% 81% 45% 44%

78% 40% 41% 40%
75% 38% 38%
68% 33% 31% 32%

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 Mar-13 Mar-14 Mar-15 Mar-16 Mar-17

* Includes CASA and Retail TD

6
 ...with subsidiaries complementing the strategy

Axis Bank is the third largest private sector bank in India offering the entire spectrum of financial services to customer
segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses.

• Retail Online Investment platform for Equity, Mutual Fund

• Fastest growing AMC since launch in ’09
• More than 2.4 Mn investors
• Average AUM of `69,088 Cr at 46% YoY growth in
Q2’FY18 as against industry growth of 30%**
& Currency
• Fastest growing equity broker in India with client base
growing at CAGR of 46% in last 3 years
• Among top 3 brokers in India with client base of 1.59 Mn

• Fast growing NBFC • Leading player in Investment banking

• Loan book growing at CAGR of 57% in last 3 years, the
same stood at `5,304 Cr as at end of Sept ‘17
• Offers complimentary products to Bank customers
• Product offerings include Structured Financing, Special
Situations Funding
• Ranked no. 1 in Equity and Equity Linked Deals over
the last decade;
• Ranked no. 1 ECM Banker; executed equity deals
worth over `1000 Bn since April ’15

Source: Internal except ** which is as per AMFI

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Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 We have been able to grow retail advances faster than Industry by
focusing on our core strengths
Banking Industry Retail Advances Axis Bank Retail Advances
27% CAGR
15% CAGR
` ‘000 cr ` ‘000 cr

1,548 168
1,323 139
1,166 112
898 1,010
88
65

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 Mar-13 Mar-14 Mar-15 Mar-16 Mar-17
* Personal Loans from RBI reports on Sectoral deployment of Bank Credit

Granular Growth Leverage Branch Channel Focus on existing customers

Customer* Growth (in mn) % Sourcing through branches % Sourcing from existing customers
5.03 72%
68%
66% 65%
3.84 50%
45% 47%
41%
2.76 36% 58%
2.07
1.54

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 FY13 FY14 FY15 FY16 FY17 FY13 FY14 FY15 FY16 FY17

* Include unique customers availing retail loans, rural loans and credit cards
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 The portfolio has historically been heavy on Home Loans.
However, we are steadily shifting the mix…

Share of Home loans in Retail Advances Retail Advances – Portfolio Breakup

54%
50% Home Loans,
48% Others*, 10%
45% 44% Loans Against 44%
Property, 8%
Auto Loans,
10%

Personal
Loans &
Credit Cards,
12%
Rural Lending,
16%

Mar-13** Mar-14** Mar-15 Mar-16 Mar-17 Portfolio Size: `1,680 bn

#Others include Gold, Education, OD loans, FCNR

 Superior growth in Retail loan product distribution achieved by deepening within existing branches coupled with expansion in new
geographies, where the Bank already had seasoned branches.
 This strategy was well complemented and devised by using analytics, which helped in identifying the target segments and keep
risks under control.

**Figures restated to include the impact of loan book reclassification from FY15 onwards

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 …while keeping risks under control by using our risk
management toolbox

Choice of business

Portfolio Choice
― Enhanced Business Mix Control
― Customer type (ETB/ NTB)
― Channel (Branch / DSA/ Alternate)

Core lines of defense

Monitoring
Credit Models Credit Policy ― Portfolio Mix
― Scorecard monitoring

Final line of defense

Collections

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 Our new engines continue to see disproportionate growth

Product Wise Growth FY17 Over FY16

165%

Secured Unsecured

New engines of growth

75%

47%
39%
37% 37%
26%
24%
15% 18% 21%
12% Growth of
Retail book

Gold Loan Home Loan LAP Auto Loan CVCE EL Rural PL MFI Retail Credit Cards SBB
(Excl.MFI)
EL – Education Loan, PL – Personal Loan, SBB – Small Business Banking

12
 We have used technology to bring the underserved into the
mainstream – Microfinance Example

Biometric CB assessment for

Authentication geographical
expansion

KYC validation Group Loan Disbursal

Real Time Credit End-to-End

Assessment Servicing

Geo-tagged villages Psychometric Web Based

for accuracy assessment Collection

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Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 Deposit franchise continues to remain healthy
All figures in ` Crores
CASA ratio amongst the best Savings Account Deposits
51% 19% CAGR
126,048
105,793
47% 88,292
77,776
45% 45% 63,778
44%

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 Mar-13 Mar-14 Mar-15 Mar-16 Mar-17

Current Account Deposits Retail Term Deposits

16% CAGR 20% CAGR

87,002 121,955 123,925

106,581
63,652 84,233
56,108
48,322 48,686 59,531

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17 Mar-13 Mar-14 Mar-15 Mar-16 Mar-17

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Investment in the ‘quality’ of the book has led to strong and granular
savings book growth
Average SA Balance / Account Transaction Activity Rate*
147
134 68%
129
116 56%
100

FY13 FY14 FY15 FY16 FY17 Axis Bank Pvt.Sector Banks

* Defined as atleast 1 customer induced transaction in 6 months
Indexed to FY13 (Source – 2016 FIBAC banking industry survey conducted by IBA & BCG)

Products per Customer Digital Transactions %

66%
199
171 52%
146 44%
126
35%
100

FY13 FY14 FY15 FY16 FY17 FY14 FY15 FY16 FY17

Indexed to FY13

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We launched Burgundy in the affluent space to complete our product
offering and have witnessed strong growth

Indian households by annual income Axis Bank Performance – Burgundy Segment

distribution (mn)

290
CAGR
Fastest growing segment -
18 16% the rich households - to
221 20 13% demand quality wealth
management services
4 50
6 9% The top 5% households,
22 predominantly residing
in the metros and Tier I
FY14 – FY17 CAGR
cities, will account for
75 30% of the total
120 5%
disposable income Revenue 43%
Wealth management
services will be an
integral part of the AUM 37%
114 product portfolio
82 (3%)

Savings Deposits 37%

2010 (E) 2020 (F)

<90k 90k - 2 Lacs 2 - 5 Lacs 5 - 10 Lacs > 10 Lacs

Source: Indian Banking 2020, Report by BCG in association

with FICCI and IBA

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 Focus on flow based businesses has helped in healthy growth in
Current Account and Transaction Banking
in ` cr

Average CA CDAB / Account Transaction Banking Fees

14% YOY
134 541
121 530
100 99 514
93 501

465

FY13 FY14 FY15 FY16 FY17 Q1FY17 Q2FY17 Q3FY17 Q4FY17 Q1FY18
Indexed to FY13
CDAB – Cumulative Daily Average Balance

Mobile banking penetration

15.20%

7.40%
4.90%

FY15 FY16 FY17

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 Retail fees remain granular driven by Cards & Investments
All amounts in ` cr

Retail Fees Retail Fee Mix (FY17)

19% CAGR
3,481
3,027
2,604 MF & Ins
Others* 29%
2,008 35%
1,712

Cards, 36%

FY13 FY14 FY15 FY16 FY17

* Includes other retail assets and liability products

MF and Insurance Distribution Fees Card Fees

18% CAGR 30% CAGR
1,250
997
862 889 1,020

662 757
510 544
441

FY13 FY14 FY15 FY16 FY17 FY13 FY14 FY15 FY16 FY17

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Axis Bank is now amongst the leading players in the financial savings and
investment industry

Distributor MF AUM - 2nd highest in industry Huge Upside Potential

`.‘000 crores Current Product Penetration (SA customers)
41.20 8.0%
33.99
28.89
4.7%
4.0%

FY15 FY16 FY17 Mutual Fund Life Insurance Broking

Source - MF Dex

Crossed 1mn active MF customers Doubled broking customers in 2yrs

in mn 1.39 in mn

1.03 1.01
0.87
0.74 0.69

FY15 FY16 FY17 FY15 FY16 FY17

Awarded “Best Performing Private Bank” at CNBC Investing in digital channels: Option to invest, redeem
UTI MF Financial Advisor Awards, 2014 and 2016 and manage portfolio through Mobile App, Internet
Banking and RM tablets

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Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 We have organically built a market leading retail franchise spread
across the length and breadth of the country

Jammu & Kashmir

26

Himachal
Chandigarh Pradesh
12
Punjab
316
13
Uttarkhand
3rd Largest Private Sector Bank
36 Arunachal
Haryana Meghalaya Pradesh
Delhi 8
200 3
140
Sikkim
7
Uttar Pradesh Assam
Rajasthan
134 228 Bihar 58 Nagaland 3,485 14,332 2,033
100 9
Manipur
Branches* ATMs Centers
Jharkhand Tripura 8
54 West 9
Gujarat Madhya Pradesh Bengal Mizoram
298 136 236 3
Chattisgarh

Daman &
Diu
63
Orissa
145
5th Savings & Current Deposits
2 Dadra & Maharashtra
385
Nagar Andhra
Haveli
2
Pradesh
130,
Telangana 116
5th Retail Advances
Goa
14

Karnataka
214
Andaman and
Nicobar Islands
3
4th Credit Cards
Pondicherry
Tamilnadu 4
267
Kerala
98
* As on 30th Sept 2017 and Includes extension counters

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 We will continue to invest in branches…
Branches per location Branch Area Trends Branch Vintage Classification

100% < 1 yr
2–4
12%
branches
8% 1 - 2 yrs
54% 9%
5 – 10 48% > 5 yrs 2 - 3 yrs
1 branch branches 49% 6%
89% 2%
3 - 4 yrs
14%
>10 4 - 5 yrs
Till FY13 FY14 + FY15 FY16 + FY17 10%
branches
1% Branch area indexed to area till FY13,
excludes unbanked branches

Immense potential to improve 27% branches with vintage less

branch density Smaller sized branches than 3 years, 63% of these are in
Metro & Urban

New Branches drive customer Reduced opex leading to faster Significant upside to be realised
acquisition and CASA breakeven from investments made

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 … in the process making branches ‘smarter’
Self-Service

1 ATM
Reduced
Queuing
2 Recycler

3 Speed Banking Instant

transactions

4 Passbook Printing
Focused
5 Cheque Deposit interactions

Financial and non-financial services Instant

Corporate eLobbies and Branch eLobbies for walk-in customers feedback

Smart-Automation

1 Customer 360
50 lakh
monthly
>75%
2 Service Interactions instant fulfilment
transactions
3 Financial Transaction
50% 2.75 lakh
Offers and Leads Reduction Service request
4
in data entry per month

Saksham – single screen for branch user productivity Early benefits 35+ systems combined

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 …Using Digital as a strong lever for smarter onboarding and
servicing

CASA Accounts sourcing Credit Cards sourcing Instant Servicing

10x 1st in
Increase in TAB
1st in the industry to accept eSigned
Cases over last the industry service (Aadhaar based Sign)
year

23% 1st in
52% Increase in the industry to accept digital
with eKYC - Aadhaar Productivity Form G/H

88% 50% 27%

Lower Decision Branch to Mobile
TAT reduction
TAT Vs Paper migration

>20% ~90%
Productivity boost
Tab Sourcing share

>80% 10+ Regions with 100%

Household coverage Digital sourcing

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 ...and transform employee productivity using digital tools

Lead management
Digital Performance through CRM
Sales Force Tracker Tracking by
on Mobile App Supervisors

Direct to customer Instant opening

New age techniques like using Tablet &
Big Data Analytics, Social fulfilment using Mobile
& Internet channel eKYC
Media Marketing,
Search optimization to
track potential
customers

Real Time Performance

Omni Channel straight monitoring and management
Data analytics to identify through fulfilment on
potential sales digital platforms

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Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 Retail profit has grown over 6X in last 4 years

Retail advances growth has not impacted the Retail profit has steadily improved
Bank’s profitability
45% 1.90%

40% 1.70% 4,000 70%

3,500 66% 60%

35% 1.50%

3,000
50%
30% 1.30%
2,500
40%

` cr
25% 1.10% 2,000
30%
1,500
20% 0.90%
20%
1,000 22%
15% 0.70%
500 10%
11%
7% 7%
10% 0.50% 0 0%
FY10 FY11 FY12 FY13 FY14 FY15 FY16 FY13 FY14 FY15 FY16 FY17

Retail Advances share (%) Bank RoA (RHS) Retail Segment PBT Share of overall PBT (RHS)

* The retail advances starting FY12 include rural lending

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Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 Payments remain core to Axis Bank’s strategy...
Savings account balance Vs. Transactions per account
across banks

Deposits &
Lending Investments

Payments at the core

Risk Management

Analytics on Payment data enables lending, Transactions drive balances and consequently
1 deposits and investments, and insurance cross-sell
2 market shares

1 Activeaccount defined as accounts which have had a user initiated transaction in last 6 months (as of 31 Mar 2014)
2 Total
Transactions include: cash withdrawal, deposits at branch, cheque (inward + outward), and financial transactions over internet banking, mobile banking, POS
machines, and ATMs / CDMs
Source: BCG

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...and we offer multiple solutions for both customers and merchants

Customer Merchant

Low Cost Digital Solutions

Non-Axis Bank UPI Wallet

Customer
Merchant App QR Code
Hardware Linked Solutions
Forex Transit Offline Merchants

POS (Enabled for

Card, QR, UPI
and Contactless) Mobile POS
Banking App Cards

Axis Bank Smart POS PC POS

QR Code Based HCE based
Customer

Online Merchants
Value Added
In-App Card and Merchant
Wearable services
Application Linked Payment Gateway

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Our Cards Issuance business continues to grow and deepen the franchise…

Credit Cards in Force – Market Share

11.2%
9.9%
8.2%
7.2%
5.6%

Mar-13 Mar-14 Mar-15 Mar-16 Mar-17

Market Share grew 2X in
last 4 years
Credit Cards Spends – Market Share

8.7%
8.0%
7.1%
5.8%
3.9%

FY 13 FY 14 FY 15 FY 16 FY 17

Source: RBI Data Reports

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 We have strong market position across Digital Payment Solutions

Axis Bank Market Standing Across Products

Product

Credit Debit Mobile Point of Sale Forex Savings

Cards1 Cards2 Banking3 Terminals Cards Accounts

Market share 11% 7% 17% 16% 44% 4%

4th 4th 1st 2nd 1st 8th

Ranking

Source: RBI, Internal Data

1- based on cards issued; 2 – based on card spends at point of sale terminals ; 3 – based on value (RBI August 2017 data)
Savings Accounts data is based on RBI figures as on 31 March 2017
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 We are leveraging UPI to attract non-Axis Bank customers and
broadbase payments

Unified Payments Interface (UPI)... ...Is a huge opportunity For Axis Bank

India’s innovation to the Robust technology platform which

Payments world attracts multiple partners

650 Mn
Is for
by 2020

Any Banked With a

Customer Smartphone 10
%
Payments
Transactions
~870 Mn ~300 Mn ~150 Mn
Debit Cards Smartphone Potential UPI
User Base User Base User Base1 Analytics
With a Unique Identifier:
As simple as an email
address (Example:
ajay@axisbank.com)

Customer Product Penetration

Axis Bank’s
1 ~3.8 Million registered base 2 ~4.9 Million transactions 3 Over 3000 merchants on boarded
Progress So Far*

1) Assumption 50% of Smartphone base

* Till 30th Sept 2017, Across all Axis Properties & Partners Source: BCG – Google Digital Payments 2020 Report July 2016
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Freecharge Acquisition further helps us augment our digital capabilities and
execution capacity

More than 2x Customer Base Popular Digital-only Brand

World Class Team with a start-up

High Frequency Use-cases
mind-set

Digital Distribution 100% API based Technology Stack

Through Freecharge, we intend to….

Leverage Payments Target digitally-native, Source and service loans

as a Hook (UPI, QR mobile-first SA (PL, Cards, Consumer
etc) customers Loans) digitally

35
Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

 Our customers are going digital…

Retail Customers Transaction Mix (%) Digital and ATM Transaction Volume (In Cr)

ATM Credit & Debit Cards (POS & E-Com)

11.5
66% 67% 67%
Digital
58%
54%

8.3 8.3
8.1
ATM 7.7
34%

23% 21% 23% 28% 7.0 6.9 7.1

7.0
Branches

19%
4.7
12% 13% 10% 5%

Q2FY17 Q3FY17 Q4FY17 Q1FY18 Q2FY18 Q2FY17 Q3FY17 Q4FY17 Q1FY18 Q2FY18

Source: Internal Data

37
 ...at a continuously accelerating pace

10%
Internet 14%
11%
Mobile
35%
Both DIGITAL PENETRATION
Banking Banking

Axis Mobile

18 Months 12 Months 8 Months 4 Months 5 Months

1 Mn 2 Mn 3 Mn 4 Mn 5 Mn

Internet Banking
50 Months 20 Months 20 Months 15 Months 9 Months

1 Mn 2 Mn 3 Mn 4 Mn 5 Mn

38
 …which is reflected in the growth in users and spends

5.1 mn 5.5 mn
LTD Registrations

₹782 bn ₹857 bn
H1FY18 Spends

121% 48%
H1FY18 Spends Growth

62.8 mn 39.3 mn
H1FY18 Tx#

55% 14%
H1FY18 Tx Growth

Data as of Sept’17

39
 We have adopted a focused approach to provide a multitude of
options for customers

Responsive* Public Internet Banking Internet Banking For Mobile App For Mobile App For
Website For Desktop Mobiles Smartphones Feature Phones

* Responsive design allows pages to be viewed in response to the size of the viewing screen

40
Going forward we see customer needs being categorized around 8
key propositions…

Payments Personal Finance Digital Ops Digital Servicing

Bill Pay Financial
Mgmt.
Recharge

Investments Risk

Fund Transfer Shopping Digital Sales Digital Accounts

Domestic

International

41
 An ecosystem for co-creation

Startup Accelerator In-House Incubator Enterprise Collaboration

• 3 of 6 Startups from 1st • Axis Start-Up team • Axis Amazon Co-
batch working on pan comprising of DevOps, Working Space, Social at
bank launch post proof Designers, Data Thought Factory
of concept Scientists & Product • Collaboration with Visa
• Conversational Banking Managers Innovation Center -
Project with Singapore • POCs across AI/Deep Singapore, OCBC Bank –
based startup learning, Payments, Singapore
Lending, Digital

Mentored by an external Tech Advisor group comprising of

experienced investors, techies & start-up veterans

42
 Our investments in analytical capabilities have led to better
customer management and therefore competitive advantage
Competitive Advantage

Optimization
Prediction What should happen?
What might happen?
Insight
Why did it happen?
Information
What happened?
Data
What ?

Complexity

43
Retail opportunity in India remains large

Axis Retail Bank is strong, and getting stronger

Retail Lending has diversified over time

Liabilities franchise amongst the best

Branches continue to drive growth

Retail profit has grown over 6X in last 4 years

Continued leadership in Payments

Continue investments in Analytics and Digital

Strong Brand recall

We have created a differentiated identity and are amongst the most
valuable Brands in India

Amongst Top10 most valuable brands in India

CII Awards 2016
• Customer Obsession
• Leveraging digital
transformation to
deliver superior
customer experience

Ranked #2 on Functionality in Forrester’s Mobile

Banking Benchmark, 2017 (India Banks)

72 65 56 Research based design tweaks-

a big focus, yielding result
Axis Bank Global Avg. India Avg. - UPI on Android
- Credit Card Spend Analyzer
- Universal Search on App
- Bharat QR code
- Pre-login revamp & Videos
Global Ranking 20 in 2017 vs. 37 in 2016

45
 We have invested in service delivery processes to improve
customer experience, efficiency and risk mitigation

4 Robotics & AI
• Cognitive automation
• Self learning processes
• 40+ Journeys in one

3 Process year

digitization
• 125+ Journeys in 2
years

2 Lean and BPR • Digitization at scale

• Digital Forms
• Process optimization
• Self service
• Centralization,
Standardization

1 90,000 ft • First time right

• Single touch
redesign
• Centralization
• Instant fulfilment
• Organizational realignment

46
Investment in digitizing key processes has shown a clear downtrend in complaints,
improvement in customer experience & efficiency metrics

Key Processes Turnaround Time

Saving A/c opening Current A/c opening Home loan disbursal Credit card opening LC issuance Remittance

-92% -90% -68% -55% -83% -59%

From To From To From To From To From To From To

Customer feedback & complaints Back-office efficiency

A/c opening Welcome kit Product Deliverable
complaints Manpower Volume processed
survey* survey* complaints
23% 40% -21% -29% -16% 50%

From To From To From To From To From To From To

* Customer experience survey - % responses with rating 4 & 5 on 5point scale

47
 In summary, we have created a Retail Banking architecture to
progress in our journey towards becoming the Bank of the future

A Compelling Brand

Customer A future ready Technology and

Centricity distribution model Operational Excellence

Simplified Journey Multi-Channel Delivery Integrated IT Architecture

Personalized Offerings Customize Branch Formats Open APIs

Investment Solutions Holistic Product Suite Process Automation

Digital & Analytics

Financial & Risk Control

48
Thank You

49