KEY MARKET TRENDS SHAPING OUR BUSINESS • Consumer protection will remain a priority as we offer products to vulnerable customers to strike a balance between inclusivity and fair treatment • Fair treatment of consumers is essential to inspire a positive user experience and customer outcomes We will need to promote an inclusive and enabling financial services landscape. This will build trust, inspire confidence, and empower consumers with knowledge of their rights and responsibilities. Risks: • The Bank may face false claims from customers, putting the burden of proof on the bank. Opportunities: To achieve inclusivity, the Bank can: • Offer more social financing strategies and products. • Explore marketplace platforms to support small businesses in Malaysia. • Partner with fintech companies to provide financial solutions to underserved populations. • Create task forces or working groups to deploy the right strategies and ensure regulatory compliance. • Provide advisory-related support to guide our business customers. Customers will need to: • Avoid predatory lending practices and strengthen disclosure practices. • Promote sound consumer outcomes regarding redress mechanisms. • Improving the accessibility of key product information. • Ensure disclosure requirements that reflect the changing needs of consumers. Employees will need to: • Enhance professional qualifications to bolster public confidence. • Proactively support customers facing hardship in this economic climate. Trends Impacting Our Business How It Impacts Our Business Key Risks & Opportunities Our Approach How It Impacts Stakeholders LINK TO Capitals Material Matters Stakeholders Trend 1 MARKET CONDUCT Bank Islam Malaysia Berhad 41 Management Discussion and Analysis 01 05 03 07 02 06 09 04 08
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