ICICI Bank: Ecosystems

for growth

February 2021
Certain statements in this release relating to a future period of time (including inter alia concerning our future
business plans or growth prospects) are forward-looking statements intended to qualify for the 'safe harbor'
under applicable securities laws including the US Private Securities Litigation Reform Act of 1995. Such
forward looking statements involve a number of risks and uncertainties that could cause actual results to
differ materially from those in such forward-looking statements. These risks and uncertainties include, but are
not limited to statutory and regulatory changes, international economic and business conditions, political or
economic instability in the jurisdictions where we have operations, increase in non-performing loans,
unanticipated changes in interest rates, foreign exchange rates, equity prices or other rates or prices, our
growth and expansion in business, the adequacy of our allowance for credit losses, the actual growth in
demand for banking products and services, investment income, cash flow projections, our exposure to
market risks, changes in India’s sovereign rating, and the impact of the Covid-19 pandemic which could result
in fewer business opportunities, lower revenues, and an increase in the levels of non-performing assets and
provisions, depending inter alia upon the period of time for which the pandemic extends, the remedial
measures adopted by governments and central banks, and the time taken for economic activity to resume at
normal levels after the pandemic, as well as other risks detailed in the reports filed by us with the United
States Securities and Exchange Commission. Any forward-looking statements contained herein are based on
assumptions that we believe to be reasonable as of the date of this release. ICICI Bank undertakes no
obligation to update forward-looking statements to reflect events or circumstances after the date thereof.
Additional risks that could affect our future operating results are more fully described in our filings with the
United States Securities and Exchange Commission. These filings are available at www.sec.gov.

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Retail banking

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Building a strong
Understanding retail banking
customer profile franchise
and needs with STACK
Bringing the best of banking to our customers
solution
Deep understanding of customers Best in class solutions

Profiles Customized
Eg: affluence, Driven by customer
preferences insights

Life Stage Optimized digital, Digitized

Eg: Early career, phygital and physical Convenience of
Senior management distribution access usage
Ecosystems Simplified
Eg: Salary, NRI, Easy to understand
rural, merchants and fair products

Technology, data and digital capabilities

Strong risk management framework

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 Changing customer behaviours & needs
New normal to Next normal

Customer controls the relationship Distinct trend for DIY solutions

Huge upsurge in OTT platforms, digital Robotic vacuum cleaners, dishwashers,
payments, ecommerce home cooking

Direct equity flows at all Change in work/life patterns

time high Impact on real estate -top tier cities
Reduced MF inflows, HNIs Urban living or reverse migration?
investing in global stocks directly

Health & wellness spends On-demand, proximity

soaring services surge
Rush for life cover, medical plans Food delivery, home salon services

Rise of the “She” economy Global tastes with local fusion

Demand driven by women’s
Entertainment, food, lifestyle choices
consumption & investment needs
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OTT: Over the Top, DIY: Do it Yourself
ICICI STACK for retail customers

InstaSave, FDXtra, iWish Flexible

RD, iMobile App/ Net banking ACCOUNT LAYER

IMPS, NEFT, RTGS, Bill payments,

UPI/QR scan & pay, wallets & travel PAYMENT LAYER
card, festive bonanza
Insta HL, insta credit card, insta car
and TW loan, insta PL & PayLater LOANS LAYER
Life, health insurance, home, motor
& travel insurance, Live Your CARE LAYER
Passion

Insta SIP, Online PPF, Online NPS,

INDIVIDUAL
GROWTH LAYER
3-in-1 Online Trading A/c, FD, MF

Solution based – Persona based – Hyper-personalized 6

360° one-view of customer needs
Create offerings
Building customer based onusing
level frameworks ecosystems
internal and external data
Unified capturing of varied ecosystems with
Customer net revenue and marketing framework
synergy across channels

Pricing and re- Instant service

pricing decisions delivery

Bundled Building cost

offerings efficiencies

360° view of customer enables us to serve the
right need at the right time
AI: Artificial Intelligence
ML: Machine learning
AI/ML driven cross-sell propensity models to
capture customer 360° view of ecosystem STACK
needs
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Create customized solutions for every customer persona
E.g. Product Suite created for Working Women customers
Ms. Kritika Khanna – Working Woman Solutions for Personal banking
Age: 45 Yrs. Family: Spouse and 2 Kids ACCOUNT LAYER
• Insta Save Family banking • iMobile Spend
Resident – Seawoods, Navi Mumbai
• FD / Remittances Analyzer
Profession: Middle Management in
ABC Ltd PAYMENT LAYER
Behaviours observed : • Attractive Alliances Offers on popular e-commerce
portals
Send money out of country for son’s
education - forex
Spends time on hobbies – Music CARE LAYER
Subscription – alliance offers • HospiCash • iProtect Smart – term
High Credit Card spends – Amazon CC • Hobbies & Leisure insurance
Trade in equity for wealth creation – 3 in
1 de-mat account GROWTH LAYER
Enjoys shopping online for various needs • M52 • NPS • InstaSIP
• iWish RD • OnlinePPF

Senior Citizen Full Nester Millennial Middle Management 8

Approach to N=1:
Creating hyper-personlised offerings
Profiling models to enable customer acquisition

Spend Hobbies /
Profile
Behaviour Interests
• Entertainment
•
• Senior Mgmt • Home Expense
Art Lover
• Middle Mgmt • Apparels
• Fashion freak
• Full Nester • Food
• Foodie
• Working • Travel
• Health/fitness
Women • Utility bills
• Like to read
• Home maker • Medicals
• Globe trotter
• Millennials • Child care
• Shopping
• Senior Citizen • Amazon
• Gadgets freak
• Retired spends
• Holiday
• … • …
• …

Powering customized solutions creation for

Enabling right product fitment and cross-sell every customer persona

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Leveraging branch network & digital touchpoints
High-touch approach for Delegators

Ensure branch presence in Mine Branch – Relationship management -

1a high potential micro-markets Manyata 3 Strengthening ICICI Bank Brand
Tech Park,
Create small format branches; Bengaluru Acquire and ring-fence affluent base
Hub-Spoke model Relationship Managers for Affluent,
Specialist Branches Self-employed customers; use of
Resourcing & building
1b capability basis micro-market Multi-affinity, Salary, Current Cloud Telephony, CRM
Account, Mortgages,
Commercial Banking etc. Target Key Influencers at Large
4 Corporates – CXO engagement
Trade
Build digital touch points in salary
2 corporates, societies etc. Engage with CEOs, CXOs, Senior
Management officials; top down
Institutional
Corporate Maximize
Creating fully digital approach
Assets
branches & touch customer
points for better engagement time
Synergies between business
customer experience for solutions 5
Provide ease & speedier Synergize between different
solutions to customers; business groups & group
Self service devices for companies; capture Customer 360
DIYers & Validators
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 Open architecture
Digital partnerships, co-creation

Payments Commercial Credit

Affordability Bill Discounting Easy
Alliance Led Growth Short-Term Lending Onboarding

340+ Services
150+ partners
Partner including 21 unicorns
• Payment
API Tech
• Collection
Integration
Stack • Lending 40+ unique business
Corporates
• Connected Banking cases
One Stop • Cards
Solution

Payment and Collection Customer

Cashflow based lending Journey
Business Banking Suite

Ecosystem banking | Value chain solutions | Collaborative innovation with partners

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Robust platforms
Trustworthy, reliable & seamless platforms, delivering best in class customer experience

Retail internet banking iMobile Chatbot & voice banking WhatsApp banking

Deposit

500+ DIY
services

200+ DIY
• 73% customers are digitally active videos on iPlay
• 85% NRI customers are digitally active • Over 3 million queries • Over 2 million
Cost answered MoM customers
• Over 5 million
conversations

Digital Frictionless Voice Hyper Focus on daily Leader in

onboarding journeys banking personalization use cases digital
experience1

1. Leader in digital experience (Forrester report 2020) DIY: Do It Yourself 12

iMobile Pay – A platform for All

Now available for non-ICICI Open

Bank customers Do any UPI savings a/c
payments instantly

Pay to
~12mn
Daily use
page
contact, cases
views (recharge,
scan & pay
FasTag)

Add other Apply for

bank a/c instant
loans

~0.5 million activations from non-ICICI Bank customers since its launch just two
months back 13
Digital sourcing of products

Continuously
increasing our insta
offerings:

Term life • Fixed deposit

Fixed deposits SIPs initiated overdraft
insurance
36%1 protection 59%1 sourced via 53%1 initiated via • Salary overdraft
policies sold online digital channels digital channels • Secured credit card
• Gold loan top up &
Driving increase in core operating profit renewal

• r
Over 90% of savings account transactions1,2 through digital channels 3

1. In 9M-2021
2. Financial and non-financial
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3. Includes internet, mobile, POS, touch banking, phone banking and debit cards e-commerce transactions
Simplified digital solutions for secured loans
Solution to every need in a seamless manner
Efficient Platform Partly live

• Single platform for all users

DIY (Do it Yourself) & DIFM
(Do it For Me)
• 32% in mortgage
• 72% of new car loans
digitally processed
No contact authentication,
digital document & payment
• 100+ fintech integration
Digital services
Decisioning
ICICI Bank • Insta top up disbursement
Lending Solution • Subsequent disbursement
with digital tracking of loan
• Instant dealer disbursement

Enhanced customer Integrated processing

Seamless On- experience & process More & more processes &
boarding engagement efficiency products getting added here
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 Digital origination & processing of unsecured loans
Going digital to decongest processes
Share of digital origination (based on count)

82%
62%
90%
34%

1. Insta: end to end digital sourcing and disbursement

Video KYC (VKYC)
2. Digitally onboarded: Includes digitally sourced with processing/KYC done
physically • In Dec 2020, ~41% of salary a/c customers
and ~46% of the credit card customers
were onboarded using video KYC
Represents extent of adoption
• Significant drop in cost of acquisition for
MCAS: Mobile Customer Acquisition System, RCAS: Retail VKYC applications; seamless journey with
Customer Acquisition System; e-NACH: Electronic National partner platforms (Amazon)
Automated Clearing House 16
Business banking

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Execution strategy

Market Risk calibrated core

leadership operating profit

Customise Capture Ecosystems

Digital Solutions through Partnerships

Leverage Capturing
Distribution Customer 360

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ICICI STACK for business banking customers

SOLUTIONS YOU GET OFFICE IN POCKET

Digital current account activation

Bulk payment | Eazypay

Trade online|Connected banking|API banking
BG repository | BG on the go

Supply chain finance

GST OD1 |
| Purpose based loans

Group Health & GPA 150+ services

Key-man, employer-employee insurance instant banking,
instant
: Business networking alliances business

1. Overdraft basis GST returns 19

Merchant ecosystem STACK
• Merchant account with special benefits
• Instant account opening & acquiring

• Digital POS solutions through Eazypay (POS, UPI, Cards, etc.)

• PG1: Eazypay Pro , POS: Eazypay Platinum
• Connected banking: integrate business & banking
• Merchant module in InstaBIZ

• Express credit
• Merchant lending score card

• Digital store management

Promotional Campaign –
Create promotional
campaign for your business

1. Payment gateway
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Digital proposition for merchants
Digital store: Transforming ‘Kirana stores’ into
Merchant lending: Plug & play API
‘Digital store’
Pre-integrated solution on Eazypay android POS Hosted on developer portal

Integrate & test Build loan journey Offer loans

Order supplies, Inventory & billing, Online store,
avail distributor digital collections, loyalty & promos,
offers store analytics delivery support
Merchant journey enabled on partner’s platform
Bouquet of APIs
Loyalty program,
Offers
offers & Khata

On boarding Sanction Disbursal Repayment

• Offer fetch • BRE1 • E-sign • E-NACH
• Account • Banking • E-Nach • Auto debit
discovery • GST • Video KYC
Online Consumer
order app • KYC APIs • Scorecard • Loan
disbursal
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1. BRE: Business Rule Engine
Corporate ecosytem

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Maximising risk calibrated core operating profit…

Return of Capital Return on Capital

Reimagined
coverage

Customer Enhanced
Ecosystem and customer
partnerships experience

Data analytics
Credit redefined

…powered by digitization 23
Our Approach to a Digital Corporate Bank

Capturing entire ecosystem value with

Ecosystem
end-to-end solutions
Accelerated digital
adoption
Partnership Co-create for new market access and
growth
Availability of
quality data
Connected
Building future ready banking solutions
Enterprise
Data analytics to derive
insights
Platforms Integrating customer journeys through
digitization

….for leading the B2B transformation 24

Ecosystems for corporates
Capturing customer value Capturing industry ecosystem
chain Focus on ecosystem

Enhancement Re-imagination
Vendors
DigitalLite
1 Digital portal for
channel financing Dealers Investors

CorpConnect
2 Integrated platform for
dealers and vendors
Financial
Government
FSCM* Intermediaries
3 Electronic invoice
presentation & payment

ICICI STACK for corporates

Leading to sharper focus on customer & industry ecosystems

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*Financial Supply Chain Management
ICICI STACK for corporates
Need Sector-specific Solutions
Diverse customer segments &
solutions Oil Coal

Product to solution selling

journey MNC Fintech

Benefits
Pharma Education
Microsite for industry-specific
solutions
NBFC &
IT/ITES
Sharp customer & internal FIs
communication ….and many more

Taking the whole Bank to the Customer

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Corporate platforms
Improving existing Connect fragmented
customer journeys Capturing Income Flow customer journeys
Enhancement Innovation

Corporate Internet 1 CP Online

1
Banking

2 Infinite India
2 Trade Online

3 FX Online
Banking as a Platform

4 Integrated Payment
Solutions Bringing multiple stakeholders
Unified customer journey on a single platform

Convenient banking services to simplified customer journeys 27

Value creation leveraging digital

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Key financial highlights

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Key financial highlights for Q3-2021
14.8% y-o-y growth in core operating profit1 to ` 80.54 billion
Deposit growth
• Average savings account deposits increased by 15.9% y-o-y; average current account
deposits increased by 26.5% y-o-y
• Total deposits increased by 22.1% y-o-y at December 31, 2020
Loan growth
• Domestic loans grew by 13.3% y-o-y and 7.5% q-o-q
• Retail loan book grew by 15.4% y-o-y and 6.8% q-o-q
• Domestic performing corporate portfolio grew by 9.6% y-o-y and 8.5% q-o-q
On a proforma basis2, the provisioning coverage was robust at 77.6% at Dec 31, 2020
CET13 ratio of 16.79%4
Profit after tax grew by 19.2% y-o-y to ` 49.40 billion
1. Profit before provision and taxes, excluding treasury income 3. Common equity tier 1
2. Including loans which were overdue for more than 90 days but were not 4. Includes profits for 9M-2021
classified as non-performing pursuant to the Supreme Court’s interim order 30
Thank you