Addendum to UOB Group Investor Deck Driving Client Centricity November 2019 Disclaimer: This material that follows is a presentation of general background information about the Bank’s activities current at the date of the presentation. It is information given in summary form and does not purport to be complete. It is not to be relied upon as advice to investors or potential investors and does not take into account the investment objectives, Private & Confidential financial situation or needs of any particular investor. This material should be considered with professional advice when deciding if an investment is appropriate. UOB Bank accepts no liability whatsoever with respect to the use of this document or its content.
Integrate Banking Solutions into Consumer Top Lifestage/Style Priorities Driving superior customer experience, Growing customer franchise and Enhance profitability BANK. PLAY. LIVE. Transforming the way we Omni-channel Design customer-centric Leverage engagement solutions and digitise processes partnership ecosystems to make banking simpler 2
Channel Preferences Vary across Engagement Journey and Products Engagement Journey 1 AWARENESS CONSIDERATION APPLICATION SERVICE CHANNEL Find best product Comparison of Product take-up Ongoing 1 ‘DIGITAL’ channels are BEHAVIOUR provider offers and advisory transactions preferred during the research WEALTH Offline 30% 37% 40% and post-purchase stages 56% Digital 70% 63% 44% 60% 2 ‘OFFLINE’ channels are DEPOSIT Offline 31% 40% 58% 41% preferred during the purchasing stage Digital 69% 60% 42% 59% LOAN Offline 29% 40% 58% 42% 3 ‘OFFLINE’ channels are more relevant for wealth, deposit Digital 71% 60% 42% 58% and loan products CARD Offline 23% 29% 45% 44% Digital 77% 71% 55% 36% More Preferred Channel Less Preferred Channel UOB’s survey conducted in Singapore 1. 3
Enhance Digital Capabilities to Engage Customers Online-to-Offline Drive digital engagement Enhance digital capabilities DIGITALLY ENGAGED TRADITIONAL 1 OMNI-CHANNEL 1 DIGITAL 1 Jun’18 – May’19 Jun’18 – May’19 Jun’18 – May’19 FY17 FY17 FY17 Key Statistics 2 34% 37% 55% 47% 11% 16% % of UOB customers 186 33 148 123 Median transactions 3 35 100 1.85 1.87 1.54 1.53 1.48 1.48 Average product holdings 44% 50% % of total revenue 48% 41% 8% 10% 1. Traditional refers to customers using only branches and call centres; Digital refers to customers using only internet and mobile banking; Omni- channel refers to customers using both traditional and digital platforms. 2. All figures are related to Singapore and annualised, where appropriate. 3. Branch, internet banking, mobile banking, ATM, CASA and credit/debit card transactions are used for comparison. 4
Transforming Physical Network As physical channels are still used by digitally-savvy customers, we leverage data analytics and technology to enhance the role of branches to provide omni-channel engagement. High-Street Wealth Centre: Orchard Queue eQueue Number in Profiling system a Personalised SMS Geospatial analytics-driven Customer- decisioning on touchpoint centric Simple and seamless One-stop financial location/format journey onboarding services Customer queue profile Leverage SingPass/ Purpose-built digital financial Locality knowledge augmented with data system , offering next best MyInfo to enable quick advisory tool, augmented with insights to enable network product/engagement and fuss-free face-to-face advisory, to address customers’ needs for optimisation and touchpoint recommendation via onboarding for new-to- personalised SMS for bank customers borrowing , protection and existing customers investments , beyond saving and transactional needs. 5
Digitise to Make Banking Simpler Transforming customer onboarding journey Improving turnaround time through digitisation Aligning with Smart Nation Customers can transact immediately Real-time approval via SMS Automated KYC, income calculation and instant credit decision Fast application < 3-mins leveraging Customer is given the option to log into at point of Online submission Products online application with MyInfo Savings and current accounts Less than Car loans 15 minutes Mortgage loans Credit cards 6
Forging Ecosystems and Marketplace Build the Largest Partnership Ecosystems and Marketplace LIVE COMMUTE PLAY UOB SIA Aug’18 Jul’18 Apr’19 UOB Mortgage UOB Car Loan Partnering home-grown Market’s 1st digital Car Loans Market’s 1 st digital Home brand to address needs of solution , partnering largest Loans solution , partnering frequent travellers partner ecosystem largest partner ecosystem (>70% dealers and online ( >80% agents, online KrisFlyer UOB Credit / Debit marketplace) marketplace) Card / Savings Account UOB Utilities Marketplace Nov’18 UOB Grab Jan’19 Mar’18 UOB X Travel Insider May’19 Preferred banking partner, Market’s 1st Utilities Market’s 1st online travel providing greater value and marketplace partnering the marketplace partnering the convenience for customers largest network of utilities largest online travel agencies who commute partners (>60% electricity retailers, SP group and Singtel) UOB LTA, TransitLink Apr’19 UOB X Dining Advisor Sep’17 Only bank appointed to process debit/credit payments Market’s 1st online dining at fare readers platform that provides honest food reviews and SimplyGo with UOB restaurant bookings Mastercard 7
UOB Home Solution: Turning House Hunters into Home Owners CUSTOMER JOURNEY CUSTOMER-CENTRIC SOLUTION RESULTS 1 2 3 AWARENESS Research on house Online Affordability Getbanker Digitised and Instant that suits his/her Calculator and Instantly Home Loan Approval Instant Valuation lifestyle PAIN POINT SOLUTION Partnerships with CONSIDERATION 5 largest real estate agencies Engage agent and showflat valuation House valuation after Credible and instant showflat online property valuation Penetration of 40 % active property agents Enquire financing Liaise with multiple Liaise with one party package from banker parties with GetBanker Turnaround time APPLICATION < 1 min for online valuation Wait 3 days for bank Multiple forms needed Hassle-free online 3 x Lift in online loan approval approval with MyInfo applications SERVICE 3 days for loan approvals Instant generation of Service loan Letters of Offers 8
UOB Car Solution: Turning Car Hunters into Car Owners CUSTOMER JOURNEY CUSTOMER-CENTRIC SOLUTION RESULTS 1 2 AWARENESS Research on model Instant Digitised that suits his/her Car Loan Approval Car Loan Approval lifestyle PAIN POINT SOLUTION 12 CONSIDERATION Car dealerships Test drive the car model Loan applications through Paperless Partnership with physical forms loan applications Carousell Enquire financing package APPLICATION Online > 50 % applications Multiple forms needed Hassle-free online approval since launch Wait 2-3 days for through 3 data points bank loan approval SERVICE 2-3 days for loan approvals Loan approvals cut to 15 mins Service loan 9
Cards Solution: The Right Card for Everyone CUSTOMER JOURNEY CUSTOMER-CENTRIC SOLUTION RESULTS 1 2 AWARENESS Research on card Right Card Recommender Digitised Card Application that suits his/her lifestyle PAIN POINT SOLUTION ? ? ? CONSIDERATION Increase in 40 % online credit card Compare cards applications Unaware of Unable to Recommend a card that relevant credit choose matches their lifestyle card appropriately through data insights of applications > 80 % done through APPLICATION MyInfo Apply for selected card Manual filling of information Auto-population through MyInfo SERVICE Up to a week for card approval Same day approval Pay recurring bills 10
Omni-channel Wealth Creation Journey CUSTOMER JOURNEY CUSTOMER-CENTRIC SOLUTION RESULTS 1 2 3 AWARENESS AUM Mix Structured Research on wealth Digital Portfolio Simple and Digital Risk-First planning advice Investment Insights Advisory Tools Approach online and offline 34% PAIN POINT SOLUTION CONSIDERATION Tactical 2 Compares products/ 66% ? offers online Core 1 Consults financial Structured Risk-First advisors Clients do not know approach to address their where to begin financial goals and needs Understand risk- returns of various Choice of bonds ~ 900 APPLICATION asset classes and funds on Portfolio Explorer Prefers to take up wealth product after Complex investment Digitally-delivered and simple infographics with key insights face-to-face insights Portfolio tracker consultation with ~ 90 % adoption rate advisor within sales force SERVICE Ongoing transactions 1. Core products are suitable for achieving Singular and basic Easy-to-visualise portfolio are preferred to be long-term financial goals. view of portfolio explorer, tracker and insight tools done online 2. Tactical products are more focused on short-term capital appreciation. 11
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