Investor Presentaiton

REVIEW OF PERFORMANCE Looking to the Future with Confidence Liv. credit cards, which allow easy switching between reward programmes and offer a range of lifestyle benefits, were further enhanced with a simplified onboarding journey, contributing to their sustained growth during the year. Liv. Young, which enables parents and guardians to open a mobile-based account for their children and wards between the ages of 8 to 17, was scaled up. Liv.'s onboarding journey was also simplified and made faster. The product suite was expanded with the addition of IPO subscriptions, making Liv. the first digital bank to offer such a service. Brand Leadership The Emirates NBD brand continued to lead the market with a brand value of USD 3.6 billion according to The Banker's annual brand valuation league table. In addition, the Group was ranked 29th globally on the Social Media Power 100 ranking by the Financial Brand. Distribution The Group continued to expand and enhance its network in the UAE, opening a new branch in Dubai Hills, digitally enhancing key branches, and introducing a digital lobby to offer visitors convenient banking and payment solutions. Renovation of the Mall of the Emirates branch was received well by customers, with average footfall increasing by 28%, average wait times dropping by 26% and other metrics like customer satisfaction, loans disbursed, balances, etc. all improving substantially after September 2022, when the branch reopened. Disability-friendly access was extended to cover about 63% of the network and frontline staff was trained in the usage of Emirati Sign language to better assist People of Determination. In KSA, a new state-of-the-art branch was opened in Jeddah Tahliah, making it the eighth Emirates NBD branch in the country. Digital Innovation In December 2022, an enhanced version of Emirates NBD's mobile banking app 'ENBD X', being rolled out in phases, was launched to deliver a new standard of excellence to customers. Designed in accordance with the latest global design and taking into consideration user experience trends, the app delivers a faster and smoother experience, offers an array of instant or simplified services, and provides users with an easy-to-manage preferences centre. It also includes a dedicated section for exploring and applying for new products and other deals. The Group further strengthened all its digital platforms to better serve its customers. Tablet banking was significantly enhanced, with customers now able to sign up for credit cards instantly. Emirates NBD Voice Banking was also augmented with additional services, while the CRM platform was enhanced with optimised service request journeys, an intuitive user interface, and a wide range of instant services. The Group launched the IPO portal on the Emirates NBD website with real-time direct integration with Dubai Financial Market (DFM) for new investors. DFM Dub Nasdaq D [ DFM Masdaq Dubai Dubal Adoption of the Group's digital products and services continued to ramp up during the year. Contactless payments also increased rapidly, now accounting for about 95% of all POS transactions. The Group's initiatives for various digital platforms (including the enterprise data warehouse initiative) showed strong progress in 2022. Various technology initiatives related to wealth platforms were implemented, and new use cases on the advanced analytics programme were also initiated. Customer Service Customer Service continued to raise the bar through proactive complaint management and outreach to over a third of the customer base. The establishment of a service council to continuously monitor performance and resolve issues, as well as social media-based customer engagement simplified and fast-tracked customer journeys for key processes. DEM Nasdaq Dubal DFM Nasd 25 Dubai Land Department announces strategic collaboration with Emirates NBD to boost UAE real estate Emirates NBD 38 bal Π dag N Emirates NBD takes lead in supporting IPOs with end-to-end IPO subscription website ANNUAL REPORT 20 26

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