1) Manpower

Public Bank

From the sustainability statement 2017, we could see that PBB has invested highly in its
employees by having trainings include Talent Attraction and Retention Programme, Employee
Education and Development, Employee Health, Safety and Well-being, as well as Employment
Practices.

The employees who involved in training and awareness programme organized by PBB have
been informed to protect customers’ personal data confidentially. The employees were required
to attend the trainings on constant basis in order to keep themselves abreast with latest policies
and practices on data security.

Moreover, PBB has been collaborating with the international security vendors to keep its
employees especially IT and customer service department so that customers will be engaged on
the latest cyber threats and thus, will be informed by the knowledge-equipped counter or online
staffs of the methods to identify data theft. This is one of the best ways to increase awareness of
customers to prevent possible scams and also having opportunity to improve customers’
relationship.

CIMB Bank

CIMB has set out significant priority on compliance through strengthening manpower and
improving skillsets across all divisions in management. Throughout 2017, CIMB has invested a total
of RM107.9 million in employees training programme. CIMB believes that employees equipped
with skillsets may contribute towards company’s growth and development.

Up to 2017, there are 933 graduates who involved in scholarship programme established by
CIMB itself. CIMB’s way towards Fourth Industrial Revolution has urged them to recruit right
candidates with emerging skillsets and new potential in new technologies. CIMB Mobility Centre
also has been institutionalized to remobilize its staffs into new roles to have a quick response
towards redundancies in near future.

2) Money
Public Bank
As at 2017, PBB has contributed USD1.25 million in Talent Development Programme to the
Asia School of Business MBA Endowed Scholarship. Public Bank aggressively invests its money in
upgrading system to prevent cyber-attacks and other information security threats. Besides, it also
enhance the security controls of internet and mobile banking systems, self-service terminals and
security features of card payment instruments. Public Bank also ensures its staffs are exposed to
consistent training so that they can provide best service to the customers.
Besides, PBB has invested to set-up a Fintech and Digital Innovation Department to assist the
bank in planning strategies on the products and services digitalization.

CIMB Bank

CIMB has aggressively invested its money to digitalize its operations. During the year under
review, it has gained traction with new technologies such as blockchain, augmented and virtual
reality, machine learning and artificial intelligence.
3) Machine
Public Bank
Throughout Malaysia, there are more than 2,000 self-service terminals including automated
teller machines, cash deposit terminals, cash recycling machines, cheque deposit machines and
coin collection machines, located within the convenient reach of customers.

CIMB Bank

CIMB has established the first-in-market chat-based mobile banking application to its
customers, namely Enhanced Virtual Assistant (EVA). It serves as an artificial intelligence system
which capable to exercise Natural Language Processing and Machine Learning. This enables
customers to message to check balance and conduct transactions, for instance, fund transfer and
prepaid reloads. The machine learning of the system also allow customers to understand their
spending patterns.

4) Maturity
Public Bank
The Group provides a comprehensive range of financial products and services comprising
personal banking, commercial banking, Islamic banking, investment banking, share broking,
trustee services, nominee services, sale and management of unit trust funds, bancassurance and
general insurance products. In addition to conventional banking, the Group has advanced its
services on the digital banking front. The PBe internet banking, PB engage mobile banking app and
the cashless payment services provide customers faster and convenient banking experience. The
Group continues to strengthen its digital capabilities to meet the evolving needs of customers.

Group’s prudent management and superior customer service have enabled the Group to build
long term relationship with customers, and this has supported the Group in maintaining a steady
source of retail deposits.

CIMB Bank

At the maturity stage, the market is saturated and fragmented with local and foreign financial
institutions. Thus, in order to differentiate itself from other competitors, CIMB has done some
alternative measures to retrieve the market shares. Firstly, CIMB joint venture with China Galaxy
Securities in regional stockbroking business. By having this partnership, CIMB is able to utilize the
strengths of its joint venture partner which includes its network, market access and also business
and technological know-how, in order to generate new revenue and arrive at great efficiency and
synergies.

Besides, CIMB establishes bancassurance partnerships with Sompo Japan Nipponkoa Holding
and Sun Life Assurance Company of Canada to increase sales via numerous initiatives such as
development of digital channels, new products, and data analytics. This enables CIMB to improve
its effectiveness on cross-selling and product bundling interms of life insurance and non-life
insurance.

Furthermore, CIMB’s subsidiary, Touch ‘n Go Sdn Bhd. has acquired approval from BNM for
establishment of joint venture with Ant Financial Services Group’s Alipay in 2017. Both parties are
planning to introduce a world class monile payments measure and expect to grow market demand
by bringing cutting edge technology as well as business practices to markets in Malaysia.

Moreover, CIMB also launches FinTech to drive innovation and draws company’s long-term
digital roadmap. CIMB’s T18 Digital Banking programme was launched to improve efficiency in
delivering financial services, with strengthened customer relationship and improved their
experience.