Being one of the top banks in Indonesia which strives to advance together with our customers and the society, CIMB Niaga’s strategic focus on Customer Centric will be optimised through ongoing efforts in strengthening and sustaining our current Customer Experience (“CX”) model.

All CX initiatives will be carried out on the basis of our 3Es promise to customers:

Making banking Easy


Always going the Extra mile

  • Treating Customers Fairly
  • Protecting Data, Security & Privacy of Our Customers
  • Technology
Treating Customers Fairly
  • Treating Customers Fairly
  • Protecting Data, Security & Privacy of our Customers
  • Technology

Our strategy has been to sustain our CX DNA through imperatives that focus on Treating Customers Fairly (TCF) when handling our day-to-day operations.

We established and operationalised CIMB Niaga’s TCF policy to institutionalise the adoption of fair treatment principles into business and operations.

Our TCF Policy advocates:

  • Practicing need-based selling,
  • Ensuring transparency,
  • Giving suitable advice,
  • Being flexible, and
  • Providing customers a peace of mind.

The overall aspiration is to have our customers recognise our high standards of Transparency, Integrity and Conduct.

Our approach to data protection, privacy and security, centres on the respect to our customers and the data they have disclosed and entrusted to us. Privacy and data protection laws set out requirements for handling personal information.

There are two main aspects that guide data privacy and data management:

  • Use of personal information must be lawful and fair, and
  • Monitoring of systems and processes to ensure that personal information held is secure and accurate.

CIMB Niaga has also developed a security architecture that integrates the technology processes by referencing and following renowned and recognised international technology, process and management standards, as well as broader governance and prudential principles

Recognising that cyber security is a concern shared by organisations globally, controls are put in place to protect both our customers’ and our business data from cyber threats. In response to this growing risk, we have invested significant resources to protect the security, integrity and confidentiality of our information.

Technology is changing the nature of banking, not only for customers but also for organisational capacity. Our response is to make technology accessible convenient and safe.

We will use technology and data to improve customer experience through increasing our efficiencies and automation. We have various digital banking platforms to serve our personal and business banking such as:

  • OCTO Clicks
  • OCTO Mobile
  • Rekening Ponsel
  • BizChannel@CIMB
  • etc.