Investor Presentaiton

Business Transformation Investments in technology are transforming our businesses, our channels and customer experience • Implemented in 2017 • Leading centre of excellence in robotics reducing completion times by up to 80% Payments infrastructure investment programme to support business growth and transformation Digitised and optimised 250 customer experience touchpoints Investment in channels - webchat, video, screen-share Group-wide Enterprise Data Warehouse (EDW) realising business value • Delivering the Digital Bank 79% of customers are digitally active, up 15% vs. 2016 98% of all interactions are handled via self-service/Direct channels (including LATMs) 75% of new product sales are now opened through direct and digital channels; 50% completing straight through c.1m digital customers across Personal and Small Business segments and 720k active mobile users . • Coming in 2018 Creation of single customer view for Retail Ireland as part of first release of Core Banking Platforms Extending our award winning UK intermediary mortgage platform into Ireland Delivering an API platform to enable Open Banking propositions Delivery of first set of live products on new Core Banking Platforms for testing Money messaging app for students with fintech partnership Core Banking Platforms investment will drive sustainable cost efficiencies and growth Bank of Ireland Group 21

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