Page 48 - Bank-Muamalat-Annual-Report-2021

46 BANK MUAMALAT MALAYSIA BERHAD
ABOUT US OUR LEADERSHIP OUR STRATEGY OUR PERFORMANCE

OUR MATERIAL
MATTERS

How We Define Them Relevant Topics

Digital Banking • Exploring digital transformation and building internal capability for greater • Digital Banking
customer experience, accessibility and efficiency • Customer
• Technological development and digitisation of financial services to assist Experience
customers in their banking needs and to also expand our customer base, • Financial Inclusion
from various medium of communication

Energy Consumption • Energy consumed in various forms (such as fuel, electricity, water etc) for • Energy
and Environmental Bank’s operations Consumption and
Impact • This is to see if the Bank efficiently manages its natural resources and if the Environmental
Bank has conducted any activity (for the community and the Bank) to help Impact
improve the environment

Community • Empowering communities through development programmes that create • Community
Development positive impact Development
• Responsible
Financing
• Procurement
Practices
Customer • Customer service performance and initiatives taken by the organisation to • Digital Banking
Experience improve service delivery whilst maintaining compliance with existing laws • Customer
and regulations regarding customer confidentiality Experience
• Enjoyable, reliable and memorable customer journey whilst managing the • Financial Inclusion
right balance between digital and traditional approaches