Digitalisation and Value Creation

Engage: KPIs set and tracked to drive results KPIs Consumer Increase number of: Examples to drive 'stickiness' Omni: Instant points redemption, budget tracking, etc. • Digitally engaged customers • 30-day, 90-day active customers Improve customer satisfaction: • Internet banking • Mobile banking OMNI CATCH HK$600,000 Prizes worth up to DBS Omni 【搶利是 Prosperity Catch) XDBS Omni deliveroo $50 EasyPayment $50 Insta Discount up to HK$300 for your newbile 2.5x Average spend per Omni user SME Increase number of: • • Digitally engaged customers BusinessClass members and activities • Visits to DBS websites Increase share of: • Internet banking login frequency • Mobile banking usage Rebate Contextual marketing: Drive cross-sell and up-sell Database Offers Library Propensity Internal External Ecosystem data data data Loans Cash Trade models 30 Dynamic Leads & Customer Database FX T&M Trigger engine Contact rules Unified offer engine Feedback loop Chatbot SMS Low value leads RM High value prospects DM/eDM Branch Bizcare ATM DBS IDEAL Social media Omni-channel marketing Online Account Opening Online Loan Application Online LC/BG Application DBS IDEAL/DealOnline online fulfilment Campaigns ~S$1bn Incremental deposits ☑DBS 25

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