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

Efficient

Always going the Extra mile

  • Protecting Customer Data Security and Privacy
  • Financial Inclusion Through
    Digital Banking
Protecting Customer Data Security and Privacy
  • Protecting Customer Data Security and Privacy
  • Financial Inclusion Through Digital Banking

As digital transformation accelerates, Bank through Information Security Unit, continues to strengthen information security and personal data protection as fundamental pillars in developing digital services that are safe, inclusive, and easily accessible to all customers. Through enhanced systems, robust information security governance, increased cyber literacy for both employees and customers, and the implementation of policies such as AI Risk Management, the Bank ensures that all customers have equal access to digital services and receive information that is communicated clearly, relevantly, and in an easy‑to‑understand manner, including education on secure transactions, personal data protection, and awareness of cybercrime risks, thereby fostering a trusted and sustainable digital ecosystem.

Throughout 2025, CIMB Niaga provided digital banking services through OCTO, OCTO Biz, and other e-channels, supported by regular monitoring and system enhancements. During the year, digital channels recorded approximately 800 million transactions, with an estimated greenhouse gas (GHG) emissions avoidance of around 209 thousand tonnes CO₂ equivalent, highlighting the role of digital services in driving efficient and lower-emission banking operations.