Investor Presentaiton

DIGITAL TOOLS SUPPORT BETTER CUSTOMER OUTCOMES SUPPORTING CUSTOMER INTERACTIONS Virtual chats Increase in virtual chats optimised support for customers - only ~15% of chat sessions transferred to contact centres INCREASING DIGITAL EXECUTION >95% mortgage documents in broker channel executed digitally with e- signatures Savings of ~500k pages of paper per month Error rates <15% in returned documents DEVELOPING INNOVATIVE SOLUTIONS Partnerships to provide enhanced analytics to business customers Announced partnerships with Pollinate and Vend to provide enhanced analytics to our business customers pollinate vend 13 Appointment booking tool Offering customers flexibility to book appointments when and where it suits them in a branch, on the phone, in - their own home, office or virtually Goals & needs New business accounts have faster set up via e-signature solution¹ Simple consumer product sales via digital² Simple Home Loans Re-imagining the application process to help our customers with simple lending needs into their homes as seamlessly as possible StraightUp card NAI STRAIGHTUP Supporting colleagues to capture 65% 51% NAB's StraightUp Card is Australia's first no interest conversations with customers in a digital 41% 31% and intuitive way VISA credit card, providing customers with more control over their finances FY17 FY18 FY19 FY20 (1) Account Authority Card (AAC) and Specimen Signature Card (SSC) processes now completed using e-signature instead of paper based forms (2) Simple consumer products refer to transaction accounts, savings accounts, credit cards and personal loans National Australia Bank

View entire presentation