CUSTOMER-CENTRICITY Enhance customer satisfaction at every touchpoint. Enhance customer segmentation to access new markets and broaden existing ones. Deliver operational excellence and develop analytical capabilities. Key Priorities 161 new Package Employers and their subsidiaries onboarded. Formed strategic partnerships with important professional associations such as in the healthcare sector. Performance Metrics 2022 2023 Net Promoter Score 71 67 Total Financing of SME Customers (RM) 2.5 billion 2.7 billion Performance & Achievements Scaled up new business opportunities by empanelling Package Employers from Positive and Neutral sectors and reactivating Hold Employers. Initiatives Outlook & Future Priorities Rethink the holistic customer journey. Clearly demarcate the target market and functionalities of our electronic solutions (GO and GO Biz by Bank Islam, and Be U by Bank Islam mobile banking app and eBanker Pro) Clearly identify our anchor customer segments. Expand capabilities and skills through Banking to Programming initiatives. These targeted initiatives showcase our commitment to utilising strategic partnerships and innovative programme development to amplify the positive impact of social enterprises and create a more inclusive financial system for all. 64 Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2023 Strategic Performance Review
RkJQdWJsaXNoZXIy NDgzMzc=