9M FY2023 Financial Performance

9M FY2023 M25+ Progress: Driving Hyper Personalisation and Operational Efficiency to Improve Customer Experience Hyper Personalisation and Next- Gen Technologies (SP11 & SP12) • Leveraging advanced analytics to drive hyper personalisation to promote products tailored to meet customers' needs MVPs Launched Personalisations Target 23 by year end Right Message Right Time Right Channel Agile Customer Experience (CX) @ Branch Building on the success achieved at our pilot branch using Agile CX, we rolled out the same initiative to all 347 branches in MY SPEED EXPERIENCE Improved Transaction Net Promoter Score: Week 0 PRODUCTIVITY Higher Efficiency: 11 Right Customer Right Offer Active retail customer 12mil+ data onboarded to to date Maybank feature store ➤ Simplified account Faster Average Account Opening Time: 2,400 LOBS can tailor accurate product opening Week 0 Week 21 Week 21 Week 0 Week 21 process Banca CASA Cards features offerings to customers Standardised Premier Digital Auto Finance service quality -64% +13% -60% Retail Brokerage Mortgage SME across diverse LOBS 4x Customer engagement rate for unit trust MVP Enhanced 51 +97% frontliner's mins 18 mins +84% 30 mins 12 mins infrastructure ©Maybank SANDBEX api marketplace Maybank ⚫ 21 APIs enabled for ecosystem and platform play to distribute Maybank's product/ services (i.e.: Home, SME portfolio guarantee, travel insurance) • 55 external partners and merchants onboarded. Customers can access products/services via Maybank & partners' platforms • 60% Reusable unified services; 3X faster service/product distribution across the region (i.e.: MAE in Cambodia & MPI) • 2X Faster turnaround time to onboard partners/merchants on API marketplace to test products/services (7 days → 2 days) Expected to positively impact 500,000 customer transactions in account opening annually moving forward • Building on MY's success, piloting Agile CX @ Branch at several branches in key cities across Indonesia • Meanwhile in MY, started Agile CX @ Contact Centre since early November. Focus is to reduce call waiting time for customers, faster handling times and better reachability of Maybank Group Customer Care (MGCC): 80% MGCC as the first-contact resolution point, eliminating branch visits +20% Improve handling time through better internal operational efficiency 7

View entire presentation