Axis 2.0 Digital Banking

Setting up Sparsh, in line with best-in class globally, with focus on sustenance AXIS BANK Distinctiveness program with Board & CEO sponsorhip Sparsh Board set-up with 9 senior leaders, monthly cadence and empowered to make the aspiration a reality Role-modelling ✓ Customer Call Listening rituals ✓ Voice of Customer Analytics and Customer Data Lake set-ups for insights Listening to and themes Customers Central Sparsh Team Sustenance through Measurement Sparsh Ekyam - instutionalising listening and recognizing internal customers Shift to NPS from satisfaction measurements - unit and resource level Granular tracking and analytics led insights for Complaints; along with a central RCA unit Tracking Axis Promise across critical customer journeys ✓ Outside-in measurements around Brand and Social Media Refer our detailed presentation on Sparsh Execution Agile way of working through 15+ Sparsh Pods and 100+ Sparsh Architects across Products, Businesses and Distribution set-ups Creating a common belief on Customer Obsession 17

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