Investor Presentaiton

EMIRATES NBD REVIEW OF PERFORMANCE ANNUAL REPORT 2021 As a Premier Partner and the Official Banking Partner for Expo 2020 Dubai, Emirates NBD opened a new branch at the Expo 2020 Dubai location, offering a full suite of services to individual and SME customers as well as featuring a Future Banking space comprising immersive and interactive exhibits that showcase the role banks will play in fulfilling the needs, aspirations and goals of customers in the future. Network footprint in KSA was extended to seven branches with the opening of new branches in Madinah, Makkah and a third one in Riyadh. Digital Innovation Digital adoption continued to ramp up with 80% of customers becoming digitally active. Contactless payments increased rapidly and now constitute about 90% of all point-of-sale transactions. The Group continued to develop its digital platforms with enhancements to the mobile digital account opening process and roll out of a self-service tablet banking proposition for account opening in KSA. The mobile app was enhanced with new features for payments and transfers. Emirates NBD Voice Banking available through Amazon Alexa devices was upgraded with the addition of more services and extended to also be offered in Arabic. The Group's website capabilities were improved to allow new customers to sign up for new credit cards. Technology transformation programmes for various digital platforms including the enterprise data warehouse initiative were progressed. Various technology initiatives related to wealth platforms were implemented and a new advanced analytics programme was initiated. Customer Service Customer service continued to be a top priority for the business in 2021 with October designated as Customer Experience Month across the organization and more than 14,000 employees participating in the programme. Joining the global effort to bring attention to financial literacy, the Bank dedicated April to promoting financial wellness among customers and their families through engaging social media campaigns and workshops. Campaigns were carried out in partnership with Dubai Police to inform customers to be vigilant against fraudsters. Over a third of the customer base was reached out to proactively during the year to assist with resolving any service issues they might have been facing. Customer journeys were revised for key processes to make them simpler and quicker. The Bank also carried out implementation of various initiatives in alignment with the new Consumer Protection Regulations that were rolled out in the UAE. Personal Banking Personal Banking strengthened its franchise led by a healthy growth in liabilities, with the CASA book increasing by 11% and customer advances by 20% over end 2020. Several initiatives were rolled out to improve customer engagement and loyalty, resulting in high 23 بنك الإمارات دبي الوطني Emirates NBD NasdaqDubai Emirates NBD Group, Expo 2020 Dubai and Mastercard introduce exclusive card programmes to power Expo experience Shayne Nelson, Emirates NBD Group CEO, rings Nasdaq Dubai's market-opening bell to celebrate USD 750 million bond listing 24

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