OUR STRATEGIC

PRIORITIES Improve the digital

customer experienceWith customers increasingly making decisions
based on the ease with which they can interact with their banks/inancial institutions,
we are focusing on strengthening our customer experience propositions. Towards
this extent, we pioneered the Citytouch app through which our customers can
access a suite of inancial services, and today we are incorporating a larger range of
features to further ease customer convenience. Enable on-the-go
bankingOur customers can enjoy banking on-the-go, including the purchase of
air tickets, make utility bill payments, pay school fees, transfer funds and keep track
of their inances digitally on their smart-phone. Also, we have associated with bKash
that enables our customers to transfer funds from Citytouch to bKash and that too
free of charge. Going forward, we expect to further innovate around strengthening
our customer service propositions, while enabling on-the-move banking around
Improve our decision-making
di-erent digital channels.
capabilities by leveraging technology Our focus on
strengthening our digital technology backbone, coupled with ensuring the highest
security standards, especially with respect to customer privacy, enables us to yield
rich data patterns. We expect to harvest this responsibly with a view to take
decisions that enable us to further enhance our customer service standards and
responsiveness. For instance, we established City Alo, a dedicated women banking
platform, especially designed and curated to meet the requirements of our women
customers. We are among the few in the country to o-er a dedicated platform for
women banking. The insights for this came up after considering the fact that almost
50% of the population comprises women and the number of women entrepreneurs is
growing in the country. Enhancing our Retail Banking
platform There exists huge opportunity in reaching out to the masses located in
the far corners of the country by leveraging technology. We are engaged in precisely
this as we focus on augmenting our Retail Banking platform by extending the reach
of our large product basket to retail customers. Speciically, we are focusing on
Employee Banking, SMES, Cards, Personal Loans and Mortgage Finance with a
view to serve the needs of our customers in a responsible and risk-eicient way.
Meet the evolving regulatory and compliance
requirements Operating in a dynamic environment, we have a proactive
stance in meeting the evolving regulatory requirements. Towards this extent, we are
also engaging in consultations with relevant authorities to enhance the
implementation of statutory capital requirements, disclosures, reporting and loan
classiication criteria. Importantly, we are embedding the culture of compliance as an
essential part of our business strategy. 17