Investor Presentaiton

27 REVIEW OF PERFORMANCE Looking to the Future with Confidence Ongoing service training academies, customer happiness days, and a bank-wide customer experience month initiative further bolstered the Group's service culture and resulted in the Net Promoter Scores (NPS) for all Retail Banking segments crossing 36 and reaching 58 for Private Banking. Personal Banking Personal Banking continued to be a significant contributor to RBWM revenues in 2022 (29% growth y-o-y), with a 25% y-o-y growth in liabilities. In line with the segment's value focus, the acquisition of emerging affluent customers was ramped up significantly through Personal Banking's 'Beyond' segment, leading to a more diversified client base. Personal Banking's revenues improved and products per customer increased during the year, as a result of various initiatives launched to enhance customer experience. In addition, fee income grew robustly due to an increase in customer uptake of savings, insurance plans and remittances. The payroll relationship management team, meanwhile, continued efforts to expand the Group's salaried customer base through customised retail banking solutions for key corporate clients. Priority Banking Priority Banking also reported an excellent performance in 2022, with revenues growing by 24% y-o-y, led by higher net interest income. Wealth revenues grew strongly and a new insurance referral partnership with RSA was established. It continued to undertake customer excellence initiatives such as the setting up of a new Priority Banking website and organising advanced training and certification for front-line staff. It maintained high levels of customer engagement through a refreshed 'Moments of Wow' programme, customer happiness days and several customer-connect events such as the FIFA World Cup, resulting in the customer NPS remaining consistently near the healthy 40 mark through the year. Business Banking Business Banking revenues grew by 40% y-o-y in 2022, driven by a 54% growth in fee income. The FX business also grew strongly, supported by an enhanced product suite of forwards and derivative products and a targeted customer campaign. Trade income rose by 41%, supported by client- activation programmes as well as innovative product promotions. Ever focused on raising the bar on customer service, Business Banking also launched a next-generation digital onboarding solution, allowing seamless and efficient onboarding for customers. Private Banking Private Banking (PB) achieved double-digit revenue and profit growth in 2022, on the back of new client acquisitions and a rise in the share of wallet from existing clients. Customer acquisition grew strongly, almost doubling in the year with no impact on service delivery and customer engagement & service, which was reflected in the customer Net Promoter Score of 58. As part of the Group's ongoing commitment to ESG, the unit has begun welcoming newly on-boarded clients by gifting them trees from its PB Forest at an Abu Dhabi-based sanctuary. Emirates NBD Asset Management, despite being impacted by turbulent market changes, increased its assets under management. The unit, through the UAE Strategic Investor Funds launched IPOS for DEWA, TECOM and Salik, in conjunction with EMCAP. Corporate and Institutional Banking Overview Corporate and Institutional Banking (C&IB) delivered a robust set of results in 2022 with total income of AED 5.6 billion and net profit of AED 3.3 billion, driven by higher fee income and lower impairment charge. The unit continued to maintain its leading position in the market; both for its assets and liabilities book. In 2022, the UNITED ARAB EMIRATES MINISTRY OF FINANCE CASA balances continued to grow significantly, reducing the cost of deposits while liquidity was maintained at optimal levels through active pricing management of term deposits. In the Capital markets space, Emirates NBD attained a leadership position in domestic and regional IPO transactions. Capital markets have become an increasingly important source of financing for corporates and the region's equity markets were a bright spot in a year of subdued global financial market performance. C&IB's growth in non-funded income reflects an increase in cross-sell across all products, driven by a focused approach of providing innovative products and services at competitive prices to its clients. Fee income was also bolstered by the key role played by Emirates NBD Capital in the domestic and regional IPOs during 2022. Nasdaq Dubai الإمارات العربية H.E. Mohamed Bin Hadi Al Hussaini rings Nasdaq Dubai's bell to celebrate listing of five-year tranche T-Bonds Emirates NBD ANNUAL REPORT 20 28

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