1. Deutsche Bank IMPORTANT NOTES WHEN WORKING WITH SCREENSHOW'S SAVE AS.PPTX ONLY PRINTING INSTRUCTIONS In order to print correctly, ensure the following print settings are used: — Color/grayscale:Color (regardless of printing in b/w) — Scale to fit paper:ON — Print hidden slides:OFF WORKING WITH CHARTS: BEST PRACTICE Charts should use MS Graph. Note there are still printing issues when trying to print in greyscale. The best way to work with charts is: — Copy MS graph objects off the edge of the slide — Open charts by right-clicking on the MS Graph object and select: Chart Object > Open — Make required edits — Copy the MS Graph object and paste as a picture : Home > Clipboard > Paste > Paste Special > Picture (Enhanced metafile) — Position the chart on the slide and ungroup (Ctrl + Shift + G). This enables printing in greyscale DISCLAIMER A disclaimer is not usually required for screenshows. However, it may be required depending on the presentation's contents/use. Users should consult Legal/Compliance as required. Deutsche Bank‘s Approach to Customer Centric Strategies The Asian Bank Summit 2011

2. Deutsche Bank Questions to think about: Winning strategies in transaction banking and how to achieve service excellence in today’s environment 9/18/2015 5:45:16 PM2010 DB Blue template 1 How to differentiate yourself from the competition How to attract more customers How to retain customers How to add value How to remain competitive

3. Deutsche Bank The environment remains challenging and the competitive landscape is fierce 9/18/2015 5:45:16 PM2010 DB Blue template 2 Economies of scale are critical for profitability Continued low interest rate environment results in profit margin compression High ongoing technology expenses: increasing risk and regulatory expenses = margins continue to be compressed Many banks are outsourcing some functions to low cost sites Banks are continuing to concentrate with fewer providers and the market is consolidating = Fewer Global Providers How to prevent yourself from being perceived as ‘commodity like’ Clients expectations have increased dramatically across all currencies

4. Deutsche Bank Options for consideration The key is selecting the right business model 9/18/2015 5:45:16 PM2010 DB Blue template 3 Low Cost /Low Service Low price e.g. call centres High Cost / High Service/ High Price Various approaches Developing a clear strategy What markets / segments What are the clients’ needs How to add value How to remain profitable and

5. Deutsche Bank Scale-Based Model: Decentralized Client Management & Customer Service; Centralized Operations & Product Development FIClient Customer Service Operations Product Management Client Management Centralised operations support provides economies of scale and low cost processing in a high fixed cost environment Drive Scale / Volume Low marginal costs with high cost/ income ratio DB’s approach: A hybrid model which is customer centric at the core 4

6. Deutsche Bank Scale-Based Model: Decentralized Client Management & Customer Service; Centralized Service Operations & Product Development FIClient Customer Service Operations Product Management Client Management Front office customer service professionals located in local markets Added value by being the clients advocate and voice internally In-depth knowledge of clients and their needs DB’s approach: A hybrid model which is customer centric at the core Customer Service is a key to differentiate ourselves from the competition Small team closely aligned with sales Highly customised, personal service 5 Customer Service

7. Deutsche Bank DB’s approach: Hybrid Model – Three Prong Strategy 9/18/2015 5:45:16 PM2010 DB Blue template 6 State of the art investigations system developed for our own operations and made available to the clients Clients Self Service Clients send SWIFT messages to DB hub operations Hub operations enable ‘follow the sun’ approach and low cost processing Clients contact operations Local language and local time zone Sales and service work hand and glove in meeting needs Small boutique special handling for unique needs Customized Local Service

8. Deutsche Bank 7 Profitability Revenue Growth Customer Loyalty Customer Satisfaction External Service Value Employee Retention Employee Productivity Employee Satisfaction Internal Service Quality Operating Strategy & Service Delivery System Workplace Design Job Design Employee Selection & Development Employee Rewards & Recognition Tools for Serving Customers Service Concept: Results for Customers Service designed & delivered to meet targeted customers’ needs Retention Repeat Business Referral The Service-Profit Chain Source: Harvard Business Review : July-August 2008 DB’s Approach: Focus on clients, automation and our team – The People

9. Deutsche Bank 9/18/2015 5:45:16 PM2010 DB Blue template 8 Employee Productivity Drives Value  Value Drives Customer Satisfaction  Customer Satisfaction Drives Customer Loyalty  Customer Loyalty Drives Profitability and Growth Service Profit Chain at DB Measured by: Market share data External research firms Measured by internal surveys Measured by: Financials Verify what drives employee satisfaction Statistics on staff turnover

10. Deutsche Bank Business Model Clarity —Select the right one for your bank —Invest wisely in new technology and your people Develop a clear strategy for which markets, which clients and how to differentiate yourself —Can you be all things to all clients? —Can you add value to your clients? —Can you be profitable and grow? Remember to focus on your target clients’ needs- —Listen and understand their underlying business —Help them to be more successful —Remember the correlation between employee satisfaction and client satisfaction In summary, suggestions for winning strategies in transaction banking 9/18/20152010 DB Blue template 9

11. Deutsche Bank IMPORTANT NOTES WHEN WORKING WITH SCREENSHOW'S SAVE AS.PPTX ONLY PRINTING INSTRUCTIONS In order to print correctly, ensure the following print settings are used: — Color/grayscale:Color (regardless of printing in b/w) — Scale to fit paper:ON — Print hidden slides:OFF WORKING WITH CHARTS: BEST PRACTICE Charts should use MS Graph. Note there are still printing issues when trying to print in greyscale. The best way to work with charts is: — Copy MS graph objects off the edge of the slide — Open charts by right-clicking on the MS Graph object and select: Chart Object > Open — Make required edits — Copy the MS Graph object and paste as a picture : Home > Clipboard > Paste > Paste Special > Picture (Enhanced metafile) — Position the chart on the slide and ungroup (Ctrl + Shift + G). This enables printing in greyscale DISCLAIMER A disclaimer is not usually required for screenshows. However, it may be required depending on the presentation's contents/use. Users should consult Legal/Compliance as required. Thank you 10