3. Prioritising Seamless Interactions Across Digital Touchpoints In response to the increasing demand for digital solutions, our focus has been on enhancing the reliability and efficiency of our digital platforms. Despite a modest decline in our Net Promoter Score from 71 in 2022 to 67 in 2023, the score remains indicative of high customer satisfaction. Innovative Live Support Our dedication to integrating technology with customer service has led to the rollout of innovative communication channels: • ChatBot Adam: A virtual financial advisor platform providing 24/7 access to financial guidance and support. • LiveChat: A real-time chat support feature allowing customers to connect directly with our representatives for immediate assistance. The launch of ChatBot Adam resulted in a significant increase in customer engagement, with the number of interactions rising from 1,966 in October 2022 to 15,551 in December 2023. LiveChat usage also saw a substantial increase, with the number of interactions growing from 347 in October 2022 to 3,774 in December 2023. What We Did: Progress and Achievements: Online Banking Enhancements In response to the growing preference for online banking, we have significantly enhanced our digital services, ensuring that our offerings meet our customers’ expectations. Our efforts are aimed at combining innovation with customer-centric service delivery, setting new benchmarks in digital customer service. • GO by Bank Islam: The GO by Bank Islam mobile banking app has undergone significant enhancements to improve stability. This includes upgrades to key components, optimisation of API calls, fine-tuning of logs, and the implementation of improved maintenance practices. Additionally, a new mobile banking app is under development by our dedicated team, with a projected launch date of October 2024. Furthermore, we successfully completed the BNM Countermeasures initiative before 30th June 2023, significantly strengthening the security of the system. We remain committed to ongoing security improvements by implementing further enhancements to combat fraudulent activities. • Internet Banking System: Building upon the aforementioned upgrades, we have expanded the functionality of our internet banking platform by enabling new services such as account opening, ASNB services, and TDT withdrawals. The user experience has also been enhanced by introducing features like the ChatBot Adam, allowing BNM profile updates, and facilitating quick transfers. Moreover, we have taken the important step of upgrading our Fraud Detection Systems to further protect our customers. • Incorporating Customer-centric Digital Banking Proposition: Be U by Bank Islam is a digital banking proposition by Bank Islam that leverages cutting-edge technology to serve the unserved and underserved markets, including the younger generation. It offers access to financial products/services and imparts financial literacy. Be U prioritises exceptional customer experience, driven by Design Thinking, in-depth UI/UX design, prototyping, and user research and feedback. The offerings are tailored to the needs and wants of the target customers, featuring Digital Onboarding, Nest Savings, Personalised Financial Management (PFM), and a Gig Marketplace. Looking ahead, we are committed to enhancing Be U with products like micro-financing and features such as a gamified financial health platform to further promote financial inclusion and literacy. These efforts have resulted in a substantial decrease in customer complaints, highlighting our continuous commitment to delivering a secure and efficient digital banking experience. By combining innovation with customer-centric service delivery, we are setting new benchmarks in digital customer service, ensuring that our platforms not only meet but exceed customer expectations. What We Did: Progress and Achievements: 116 Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2023 Economic Impact
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