Itaú Unibanco (ITUB4) investor relations material

Strategic transformation and culture

• Embracing change, adaptability, and a client-centric approach are central, with a culture that encourages questioning, learning, diversity, inclusion, and rapid response to market shifts.

• Technology, data, and AI are deeply embedded, driving hyper-personalization, efficiency, new business models, and decision-making.

• Transformation strategy is anchored on five pillars: method, technology, data & AI, design, and products, with R&D in AI, quantum computing, robotics, and extended reality.

• Fully digital models are co-created with clients, supported by GenAI for entrepreneurs and rapid development cycles.

• Risk management and efficiency are seen as competitive advantages, with proactive, organization-wide risk awareness.

Retail and business growth initiatives

• Retail banking is a key growth pillar, with leadership in affluent, SME, and real estate segments, and a diversified, irreplicable ecosystem.

• The Ivarejo 2030+ strategy redefines target markets, pivots to digital-first models, and aims for 75% digital or remote service within 2-3 years.

• Credit growth is focused on high-quality, de-risked portfolios, with specialized approaches for different client segments.

• SME banking leverages digitalization and AI to democratize access, improve engagement, and scale advisory services, with SME retail more than doubling financial results and tripling loan portfolio over five years.

• Ambition to double the business portfolio by 2030, maintaining high profitability and efficiency as new benchmarks.

Technology, AI, and client experience

• Over 10 million clients migrated to the Super App, with NPS above 80, and a 25% increase in digital engagement.

• AI is integrated across 500+ use cases, including legal document analysis, risk modeling, and client advisory, with 15,000 legal analyses per month.

• Wealth Specialist, an AI-powered advisory tool, delivers tailored investment recommendations and education.

• NPS improvements: +15 points for individuals, >80 for high-income client app, >70 for digital SME model, and 1st place in NPS in Chile for four years.

• Technology investments have reduced critical incidents by 98% and increased delivery volume by 2,000% since 2018.