Digitalisation and Value Creation

...so higher absolute cost-to-serve, but lower cost-to-serve as a percentage of income Income and cost-to-serve per customer, 2017 418 T Consumer 5,552 838 Income 1.5x D Cost-to-serve 2017 figures annualised based on 1H17, where applicable; income per customer excludes lump-sum income not tracked at customer level SME 12,068 Income 1.7x Cost-to-serve T D ☑DBS 16

View entire presentation