ICICI Bank Limited (IBN): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

En el panorama dinámico de la banca moderna, ICICI Bank Limited se erige como un faro de innovación y centidad del cliente, aprovechando un lienzo de modelo de negocio sofisticado que transforma los servicios financieros tradicionales en una experiencia perfecta y basada en la tecnología. Al integrar estratégicamente las soluciones digitales, los servicios personalizados y un enfoque sólido de multicannel, ICICI Bank se ha posicionado como una institución financiera líder que no solo satisface, sino que anticipa las necesidades evolutivas de diversos segmentos de clientes en dominios bancarios minoristas, corporativos e internacionales.

ICICI Bank Limited (IBN) - Modelo de negocio: asociaciones clave

Alianzas estratégicas con empresas de tecnología global

ICICI Bank ha establecido asociaciones de tecnología estratégica con:

Socio tecnológico	Enfoque de colaboración	Año iniciado
Microsoft	Soluciones de computación en la nube y IA	2019
IBM	Blockchain y ciberseguridad	2017
SAVIA	Software de banca empresarial	2018

Asociaciones con proveedores de servicios financieros y seguros

ICICI Bank mantiene asociaciones estratégicas de servicio financiero:

• ICICI Prudential Life Insurance (asociación 100% de venta cruzada)
• ICICI Lombard General Insurance (empresa conjunta)
• ICICI Securities (plataforma de servicios financieros integrados)

Colaboración con startups fintech

Inicio de fintech	Tipo de colaboración	Monto de la inversión
Paytm	Integración de pagos digitales	₹ 275 millones de rupias
Razonpay	Soluciones de pago en línea	₹ 100 millones de rupias
Policybazaar	Plataforma de tecnología de seguros	₹ 150 millones de rupias

Asociaciones de la cadena minorista para tarjetas de marca compartida

• Amazon India (tarjeta de crédito de marca compartida)
• Flipkart (interfaz de pago unificado)
• Big Bazaar (programa de reembolso minorista)

Relaciones internacionales de la red bancaria

Banco internacional	Tipo de colaboración	Año establecido
Banco Estándar Chartered	Soluciones de pago transfronterizas	2015
Citibank	Servicios de transacción global	2010
HSBC	Asociaciones de financiamiento comercial	2017

ICICI Bank Limited (IBN) - Modelo de negocio: actividades clave

Servicios de banca minorista y corporativa

Los servicios de banca minorista de ICICI Bank a partir de 2024 incluyen:

Categoría de servicio	Total de clientes	Volumen de transacción anual
Banca minorista	78.4 millones	₹ 12.3 billones
Banca corporativa	65,000 clientes corporativos	₹ 8.7 billones

Desarrollo de la plataforma de banca digital

Métricas bancarias digitales para ICICI Bank:

• Usuarios de banca móvil: 12.5 millones
• Transacciones digitales: 85% de las transacciones totales
• Plataformas de banca en línea: imobile, banca por Internet

Gestión de riesgos y asesoramiento financiero

Métrica de gestión de riesgos	Valor
Activos brutos sin rendimiento (NPA)	3.42%
Inversión de gestión de riesgos	₹ 1.250 millones de rupias

Originación de préstamo y evaluación de crédito

Desglose de la cartera de préstamos:

Categoría de préstamo	Monto total del préstamo	Cuota de mercado
Préstamos personales	₹ 2.3 billones	18.5%
Préstamos corporativos	₹ 4.7 billones	22.3%

Servicios de inversión y gestión de patrimonio

Métricas de servicios de inversión:

• Activos totales bajo administración (AUM): ₹ 5.6 billones
• Clientes de gestión de patrimonio: 250,000
• Categorías de productos de inversión: fondos mutuos, capital, deuda, híbrido

ICICI Bank Limited (IBN) - Modelo de negocio: recursos clave

Red de sucursales

A diciembre de 2023, ICICI Bank opera:

Tipo de rama	Recuento total
Total de ramas	6,166
Ramas rurales	2,541
Ramas urbanas	3,625

Infraestructura bancaria digital

Las capacidades de banca digital incluyen:

• Usuarios de banca móvil: 10.5 millones
• Usuarios de banca por Internet: 7.3 millones
• Volumen de transacción digital: 99.4% de las transacciones totales

Composición de la fuerza laboral

Categoría de empleado	Número
Total de empleados	98,287
Empleados con títulos avanzados	62.4%
Edad promedio del empleado	34.2 años

Recursos financieros

Métricas financieras a partir de septiembre de 2023:

• Activos totales: ₹ 14.54 billones
• Patrimonio neto: ₹ 1.16 billones
• Relación de adecuación de capital: 19.44%

Infraestructura tecnológica

Inversiones tecnológicas:

• Gasto anual de TI: ₹ 3,245 millones de rupias
• Inversión de ciberseguridad: ₹ 412 millones de rupias
• AI y proyectos de aprendizaje automático: 37 iniciativas activas

ICICI Bank Limited (IBN) - Modelo de negocio: propuestas de valor

Soluciones financieras integrales para diversos segmentos de clientes

ICICI Bank ofrece una amplia gama de productos financieros dirigidos a múltiples segmentos de clientes:

Segmento de clientes	Soluciones financieras	Penetración anual del mercado
Clientes minoristas	Préstamos personales, tarjetas de crédito	23.4 millones de usuarios activos
Pequeñas empresas	Préstamos de capital de trabajo, créditos de MSME	₹ 1.42 billones de cartera de préstamos
Clientes corporativos	Finanzas comerciales, gestión de efectivo	₹ 3.86 billones de activos de banca corporativa

Experiencias de banca digital innovadoras

Capacidades de banca digital:

• Aplicación de banca móvil con 10.2 millones de usuarios activos
• Plataforma de banca por Internet que atiende a 8,7 millones de clientes
• Volumen de transacción digital: ₹ 4.56 billones anuales

Servicios de asesoramiento financiero personalizado

Ofertas de asesoramiento avanzado:

Servicio de asesoramiento	Cobertura	Ingresos anuales
Gestión de patrimonio	Individuos de alto patrimonio	₹ 12,500 millones de rupias
Consultoría de inversión	Clientes minoristas y corporativos	₹ 8,700 millones de rupias

Tasas de interés competitivas y productos financieros

Competitividad de la tasa de interés:

• Préstamo hipotecario: 8.75% - 9.25%
• Préstamo personal: 10.50% - 11.75%
• Depósito fijo: 6.50% - 7.25%

Experiencia bancaria multicanal perfecta

Canal bancario	Puntos de contacto totales	Transacciones anuales
Ramas físicas	5.288 ramas	342 millones de transacciones
Cajeros automáticos	14,216 cajeros automáticos	276 millones de transacciones
Plataformas digitales	Banca en línea/móvil	1.200 millones de transacciones digitales

ICICI Bank Limited (IBN) - Modelo de negocio: relaciones con los clientes

Atención al cliente personalizada a través de múltiples canales

ICICI Bank ofrece atención al cliente a través de:

• Atención al cliente 24x7: 1860-120-7777
• Canales de soporte por correo electrónico
• Plataformas de servicio al cliente de las redes sociales
• Asistencia personal basada en sucursales

Canal de soporte	Tiempo de respuesta promedio	Tasa de satisfacción del cliente
Soporte telefónico	3-5 minutos	87.5%
Soporte por correo electrónico	24 horas	82.3%
Redes sociales	2-4 horas	79.6%

Plataformas de autoservicio digital

Las plataformas digitales incluyen:

• Aplicación de imobile: 12.5 millones de usuarios activos
• Banca por Internet: 9.3 millones de usuarios registrados
• Transacciones UPI: 45.6 millones de transacciones mensuales

Programas de fidelización y sistemas de recompensas

Programa	Afiliación	Recompensas anuales distribuidas
Recompensas de ICICI Bank	4.2 millones de miembros	₹ 687 millones de rupias
Recompensas de tarjeta de crédito	3.8 millones de titulares de tarjetas	₹ 542 millones de rupias

Plataformas de comunicación regulares

Las estrategias de comunicación incluyen:

• Estados de cuenta mensuales
• Boletines financieros trimestrales
• SMS dirigidos y comunicaciones por correo electrónico

Gerentes de relaciones dedicadas

Categoría de cliente	Número de gerentes dedicados	Tamaño promedio de la cartera
Clientes corporativos	1.245 gerentes	₹ 5.200 millones de rupias por gerente
Individuos de alto nivel de red	890 gerentes	₹ 320 millones de rupias por gerente

ICICI Bank Limited (IBN) - Modelo de negocio: canales

Aplicación de banca móvil

La aplicación de banca móvil de ICICI Bank, Imobile, tiene más de 10 millones de usuarios activos a partir de 2024. La aplicación admite más de 200 servicios y transacciones bancarias.

Métricas de aplicaciones móviles	2024 estadísticas
Descargas totales de aplicaciones	15.3 millones
Usuarios activos mensuales	10.2 millones
Volumen de transacción	₹ 45,600 millones de rupias por mes

Sitio web de banca en línea

La plataforma bancaria neta de ICICI Bank atiende a aproximadamente 8.5 millones de clientes en línea en 2024.

• Transacciones del sitio web procesadas diariamente: 2.3 millones
• Valor de transacción digital: ₹ 68,400 millones de rupias mensuales
• Idiomas compatibles: inglés, hindi

Red de sucursales físicas

ICICI Bank mantiene 5.720 sucursales en toda la India a partir de 2024.

Distribución de ramas	Número de ramas
Ramas urbanas	3,940
Ramas rurales	1,780
Total de ramas	5,720

Infraestructura de cajeros automáticos

ICICI Bank opera 18.500 cajeros automáticos en todo el país en 2024.

• Recuento de cajeros automáticos urbanos: 14,200
• Recuento de cajeros automáticos rurales: 4.300
• Transacciones de cajero automático promedio: 42.6 millones

Centros de llamadas de servicio al cliente

ICICI Bank mantiene 12 centros de servicio al cliente que manejan aproximadamente 1,2 millones de interacciones con el cliente mensualmente.

Métricas del centro de llamadas	2024 datos
Centros de llamadas totales	12
Interacciones mensuales del cliente	1.2 millones
Tiempo de respuesta promedio	45 segundos

ICICI Bank Limited (IBN) - Modelo de negocio: segmentos de clientes

Clientes de banca minorista

ICICI Bank atiende a 69.4 millones de clientes minoristas a marzo de 2023. La base de clientes minoristas incluye:

Categoría de clientes	Número de clientes
Titulares de cuentas de ahorro	52.1 millones
Usuarios de tarjetas de crédito	9.2 millones
Usuarios bancarios digitales	33.6 millones

Empresas pequeñas y medianas

ICICI Bank admite 1,45 millones de clientes de las PYME con soluciones bancarias especializadas.

• Portafolio de préstamo total de PYME: ₹ 204,103 millones de rupias a marzo de 2023
• Tamaño promedio de boletos de préstamo de PYME: ₹ 1.4 millones de rupias
• Sectores de la industria atendidos: fabricación, comercio, servicios

Grandes clientes corporativos

El segmento de banca corporativa incluye 5.200 grandes clientes corporativos.

Segmento corporativo	Exposición total
Cartera de préstamos corporativos	₹ 381,670 millones de rupias
Top 100 clientes corporativos	₹ 249,886 millones de rupias

Individuos de alto nivel de red

ICICI Bank se dirige a 0,45 millones de clientes de alto valor de la red.

• Riqueza promedio del cliente: ₹ 5.2 millones de rupias
• Activos de gestión de patrimonio: ₹ 187,500 millones de rupias
• Clientes de banca premium: 125,000

Clientes internacionales de banca NRI

Base de clientes de NRI en 50 países.

Región	Recuento de clientes de NRI
Oriente Medio	280,000
América del norte	210,000
Reino Unido	95,000
Otras regiones	115,000

ICICI Bank Limited (IBN) - Modelo de negocio: Estructura de costos

Mantenimiento de la infraestructura tecnológica

Los costos de mantenimiento de la infraestructura tecnológica de ICICI Bank para 2023-2024 fueron de ₹ 1,256 millones de rupias. El banco invirtió ₹ 487 millones de rupias específicamente en actualizaciones de ciberseguridad e infraestructura digital.

Categoría de costos tecnológicos	Gastos anuales (₹ crore)
Sistemas bancarios centrales	456
Infraestructura en la nube	312
Ciberseguridad	487

Salarios y capacitación de los empleados

Los gastos totales de los empleados para ICICI Bank en 2023 fueron de ₹ 7.842 millones de rupias. La asignación de capacitación y desarrollo fue de ₹ 124 millones de rupias.

• Salario promedio de empleados: ₹ 12.5 lakh por año
• Inversión de capacitación por empleado: ₹ 58,000
• Fuerza laboral total: 94,216 empleados

Gastos operativos de la red de sucursales

Los costos operativos de la red de sucursales para 2023-2024 fueron de ₹ 2,345 millones de rupias. El banco mantiene 5.702 sucursales en toda la India.

Categoría de gastos de rama	Costo anual (₹ crore)
Alquiler y mantenimiento	876
Utilidades	412
Gastos de personal de sucursal	1,057

Desarrollo de plataforma digital

Los costos de desarrollo de la plataforma digital para 2023-2024 fueron de ₹ 687 millones de rupias. El desarrollo y el mantenimiento de la aplicación de banca móvil representaron ₹ 214 millones de rupias.

• Usuarios de banca móvil: 7.2 millones
• Usuarios de banca por Internet: 5.6 millones
• Volumen de transacción digital: 68% de las transacciones totales

Costos de cumplimiento regulatorio y gestión de riesgos

Los gastos de cumplimiento regulatorio para 2023-2024 totalizaron ₹ 524 millones de rupias. La inversión en infraestructura de gestión de riesgos fue de ₹ 312 millones de rupias.

Categoría de costos de cumplimiento	Gastos anuales (₹ crore)
Informes regulatorios	187
Cumplimiento legal	213
Sistemas de gestión de riesgos	312

ICICI Bank Limited (IBN) - Modelo de negocios: flujos de ingresos

Ingresos por intereses de préstamos y avances

Para el año fiscal 2023, ICICI Bank reportó ingresos por intereses netos de ₹ 26,751 millones de rupias. El margen de interés neto del banco se situó en 4.26% para el año. Los avances totales alcanzaron ₹ 8,47,276 millones de rupias, con préstamos minoristas que representan el 61% de la cartera de préstamos totales.

Categoría de préstamo	Avances totales (₹ crore)	Porcentaje de cartera
Préstamos minoristas	5,17,208	61%
Préstamos corporativos	3,30,068	39%

Servicios financieros basados ​​en tarifas

ICICI Bank generó ingresos de tarifas de ₹ 10,756 millones de rupias en el año fiscal 2023. El desglose de los ingresos de la tarifa incluye:

• Cargos de transacción y servicio: ₹ 4,352 millones de rupias
• Tarifas de la tarjeta de crédito: ₹ 2,187 millones de rupias
• Tarifas de banca y asesoramiento de inversión: ₹ 1,543 millones de rupias
• Tarifas de procesamiento de préstamos: ₹ 1.876 millones de rupias
• Otras tarifas misceláneas: ₹ 798 millones de rupias

Ingresos de banca de inversión

Los ingresos de la banca de inversión para ICICI Bank en el año fiscal 2023 totalizaron ₹ 1,543 millones de rupias. Esto incluye servicios de asesoramiento, transacciones en el mercado de capitales y tarifas de suscripción.

Tarifas de transacción con tarjeta de crédito

Las tarifas de transacción de la tarjeta de crédito ascendieron a ₹ 2,187 millones de rupias en el año fiscal 2023. El banco reportó 7,4 millones de tarjetas de crédito activas con un gasto total de ₹ 1,12,456 millones de rupias durante el año.

Métricas de tarjetas de crédito	Valor
Tarjetas de crédito activas	7.4 millones
Gasto total de tarjetas de crédito	₹ 1,12,456 millones de rupias
Tarifas de transacción	₹ 2,187 millones de rupias

Comisiones de gestión de seguros y patrimonio

Las comisiones de gestión de seguros y patrimonio de ICICI Bank alcanzaron ₹ 1,276 millones de rupias en el año fiscal 2023. Los activos de gestión de patrimonio del banco bajo administración (AUM) se situaron en ₹ 2,45,678 millones de rupias.

• Comisión de seguros: ₹ 687 millones de rupias
• Comisión de gestión de patrimonio: ₹ 589 millones de rupias
• Total AUM: ₹ 2,45,678 millones de rupias

ICICI Bank Limited (IBN) - Canvas Business Model: Value Propositions

ICICI Bank Limited offers the entire spectrum of financial services to customer segments covering large and mid-corporates, MSME, agri, and retail businesses. The standalone total assets stood at ₹21,182.40 billion at March 31, 2025, with Loans and Advances at ₹13,417.66 billion.

The value proposition centers on seamless, multi-channel access to a full suite of services.

• Universal banking across retail, corporate, and investment services.
• Strong franchise strength across 6,983 branches at March 31, 2025.
• Granular portfolio mix with 74.8% of corporate loans to entities internally rated A- and above.

Instant, secure digital banking is a core pillar, exemplified by the performance of the mobile application.

iMobile, ICICI Bank Limited's mobile banking app for retail customers, processed 558 million transactions worth ₹11,238 billion in fiscal 2025. The Bank launched 'SmartLock' on iMobile, an industry-first feature allowing customers to instantly lock or unlock internet banking, mobile banking, UPI, and their credit and debit cards with one click.

Tailored solutions for Business Banking show significant expansion, indicating a focus on this segment.

The Business Banking portfolio expanded by 33.7% year-on-year to reach ₹2,633.67 billion at March 31, 2025, contributing 19.6% to the net advances. The value of financial transactions on InstaBIZ, the one-stop app for Business Banking, grew by 37% in fiscal 2025.

Financial stability and trust are underpinned by superior asset quality and strong capital buffers.

Metric	Value (As of March 31, 2025)	Value (As of June 30, 2025)
Gross NPA Ratio	1.67%	1.79%
Net NPA Ratio	0.39%	0.44%
Provision Coverage Ratio (PCR)	76.2%	N/A
Common Equity Tier I (CET I) Ratio	15.94%	16.31%
Contingency Provisions Held	₹131 billion (~1% of total loans)	N/A

The Bank's consolidated Return on Equity for fiscal 2025 was 18.0%. Credit costs were benign, standing at 27 bps annualized in one period, compared to 38 bps quarter-on-quarter.

Rapid onboarding and personalized credit are supported by digital scale and product penetration.

• Close to 18 million active credit cards in force as at March 31, 2025.
• Unsecured exposure (credit cards + personal loans) is well-controlled at 13% of total loans as of Q2FY26.
• Fee income grew 16.0% year-on-year in Q4-2025.

Finance: draft 13-week cash view by Friday.

ICICI Bank Limited (IBN) - Canvas Business Model: Customer Relationships

You're looking at how ICICI Bank Limited structures its interactions with its vast customer base as of late 2025. The approach is clearly a blend of scale automation and high-touch service for premium segments, all underpinned by significant investment in employee capability.

Automated self-service and AI assistance (iPal Voice Banking)

ICICI Bank Limited continues to place the customer at the centre of process reimagination, harnessing new-age technologies to serve customers with simplicity. While specific interaction volumes for the iPal Voice Banking feature aren't public, the focus on digital journeys is evident across the ecosystem.

The bank maintains multiple dedicated support lines, showing segmentation even in voice support:

• Toll-free number for general personal banking issues: 18001080.
• Toll-free number for private banking or wealth management queries: 18001038181.
• Number for business, corporate, and retail institutional banking: 18601206699.

The bank saw a sustained improvement in the Net Promoter Score (NPS) during fiscal 2025, which reflects customer value creation and advocacy driven by these service enhancements.

Dedicated relationship managers for Wealth and Corporate clients

For higher-value segments, ICICI Bank Limited deploys specialized human capital. The bank equips relationship managers across departments with a holistic customer engagement mindset through the mandatory Customer-360° Program in fiscal 2025. This program included advanced modules in trade products, business banking, and asset products to handle complex needs.

The investment in this specialized staff is supported by targeted training; in 2025, around 31,000 employees participated in risk and compliance workshops, ensuring relationship managers operate within defined guardrails.

The structure supports specialized service, as evidenced by the dedicated contact points for these clients, such as the number 18001038181 for wealth management support.

Digital-led customer lifecycle management via iCRM

All customer complaints or service requests are recorded in a Customer Relationship Management (CRM) system and tracked for end-to-end resolution, which is central to the bank's grievance redressal framework. This system allows for a Detailed Root Cause Analysis (RCA) of issues raised in customer feedback.

The bank's commitment to digital skill-building is substantial. In fiscal 2025, ICICI Bank Limited delivered over 10 million learning hours, averaging around 10 learning days per employee, to equip staff with required skillsets, including digital transformation and data science.

The bank also deepened its use of share-linked compensation, allotting these instruments to around 20,769 employees during fiscal 2025, tying a significant portion of the workforce to long-term performance.

Hybrid model combining high-tech digital access with physical branch support

ICICI Bank Limited continues to enhance banking convenience by taking the entire bank to the customer, utilizing both its extensive physical footprint and digital platforms. The physical network remains a key anchor for the micromarket approach.

The bank's physical presence as of September 2025 stood at 7,246 locations across the country. To ensure service quality at this scale, the Business Centre Program trained around 2,500 business centre leaders in 2025, incorporating the Customer-360° mindset.

Here is a snapshot of the scale and investment related to customer engagement and infrastructure as of the latest reporting periods:

Metric Category	Specific Data Point	Value/Amount	Reporting Period/Date
Physical Footprint	Number of Locations	7,246	September 2025
Employee Capability	Total Learning Hours Delivered	Over 10 million hours	Fiscal 2025
Relationship Staff Training	Business Centre Leaders Trained	Around 2,500	2025
Customer Feedback	NPS Trend	Sustained Improvement	Fiscal 2025
Corporate Responsibility	CSR Obligation Fulfilled	₹8.01 billion	Fiscal 2025

The bank's total deposits grew to ₹16,103.5 billion in FY25, up 11.6% from the prior year, indicating a growing base served by this hybrid relationship model.

ICICI Bank Limited (IBN) - Canvas Business Model: Channels

You're looking at how ICICI Bank Limited reaches its customers and delivers value across its entire ecosystem as of late 2025. It's a blend of physical presence and deep digital integration, which is key to their scale.

Mobile Applications (iMobile Pay, InstaBIZ)

The digital front is dominated by the mobile apps. iMobile Pay, the retail banking application, continues to see massive adoption. While the latest user count for late 2025 isn't public, we know that in FY2024, it already had more than 30 million users, with transaction values approaching ₹ 11,000 billion for that fiscal year. The business banking app, InstaBIZ, is also a major channel, showing a 37% year-over-year growth in transactions for FY2025. This platform offers services like Goods and Services Tax (GST) payment and instant overdraft facilities.

• iMobile Pay users: > 30 million (as of FY2024)
• iMobile Pay transaction value: Close to ₹ 11,000 billion (FY2024)
• InstaBIZ transaction growth: 37% YoY (FY2025)

Extensive Network of Physical Branches and ATMs

Despite the digital push, the physical footprint remains substantial for trust and complex transactions. As of March 31, 2025, ICICI Bank Limited reported a network of 6,983 branches and 16,285 ATMs across India. By September 2025, the total number of locations stood at 7,246. This physical network is still vital for deepening customer relationships and advisory services, especially for products like mortgages and business banking.

Channel Component	Count (as of March 31, 2025)	Count (as of September 2025)
Physical Branches	6,983	N/A
ATMs	16,285	N/A
Total Locations	N/A	7,246

Internet Banking and API Integrations (ICICI Stack for startups)

ICICI Bank Limited's open architecture via ICICI Stack is a critical channel for corporate and fintech partners. The 'ICICI STACK for Corporates' offers a comprehensive set of digital banking solutions, including a list of 350 solutions tailored for an entire corporate ecosystem. For startups and developers, the API integration allows for speedy onboarding; for instance, API-based digital account opening is an industry-first feature. In an earlier period, the bank managed over 4,600 APIs processing more than 160 million financial and non-financial transactions daily.

Call Centers and Voice Banking Services

While specific call center volume for late 2025 isn't itemized separately from other digital channels, these services form a necessary layer for complex issue resolution and voice-based banking, supporting the digital self-service channels.

UPI Merchant Acquiring

UPI merchant acquiring is a high-volume channel, though its monetization strategy shifted in mid-2025. For the fiscal year ending March 2025, UPI merchant acquiring grew by 51.6% year-over-year. This channel saw ICICI Bank Limited processing around 1.7 billion UPI transactions in June 2025 alone, positioning it as the 3rd-largest Payee Payment Service Provider (PSP) on the UPI network at that time. Starting August 1, 2025, the bank implemented a fee structure for Payment Aggregators (PAs) processing UPI transactions, charging 2 basis points (capped at ₹6) for those with an escrow account, and 4 basis points (capped at ₹10) for those without. Transactions settled directly into a merchant's ICICI Bank account remain exempt from this PA fee.

ICICI Bank Limited (IBN) - Canvas Business Model: Customer Segments

You're mapping out the core customer base for ICICI Bank Limited, which is quite broad, spanning from individual retail users to massive institutional players. Honestly, the sheer scale of their operations, with Standalone Total Assets at ₹21,182.40 billion and Total Deposits at ₹16,103.48 billion in fiscal 2025, shows they need this diverse segmentation to manage risk and growth effectively.

The bank's strategy clearly leans into granular customer focus, which is smart for a financial powerhouse of this size. Here's a breakdown of the key groups they serve based on recent figures.

Mass Market Retail Customers

This is the engine room for daily transactions and credit penetration. ICICI Bank Limited has definitely pushed hard here, especially on the unsecured credit side. You can see the digital adoption is massive, with their mobile app being a primary touchpoint for this segment.

• The bank held close to 18 million active credit cards in force as at March 31, 2025.
• The retail portfolio was a key driver, accounting for 53% of the total loan portfolio in Q2 FY24-25.
• Retail loans showed a year-on-year growth of 6.9% as of Q1FY26.
• Average savings account deposits grew by 10.2% in fiscal 2025 over the previous fiscal year.
• The Current Account Savings Account (CASA) ratio remained stable around 38.4% in 2025.
• iMobile transactions reached 558 million transactions worth ₹11,238 billion in fiscal 2025.

Small and Medium Enterprises (SMEs) and Business Banking

This segment is showing some of the most aggressive growth, indicating a successful push for formalization and digital services for smaller businesses. The growth rate here is outpacing the overall domestic loan growth, which is a strategic win.

The Business Banking portfolio, which serves businesses with an annual turnover of up to ₹7.50 billion, expanded by 33.7% to ₹2,633.67 billion at March 31, 2025. This segment contributed 19.6% to the net advances.

Metric	Value (as of FY2025/Q1FY26)	Context
Business Banking Portfolio Growth (YoY)	33.7%	As of March 31, 2025
Business Banking Book Growth (YoY/QoQ)	29.7% / 3.7%	As of Q1FY26
InstaBIZ Transaction Growth (Value)	37%	In fiscal 2025
Contribution to Net Advances	19.6%	As of March 31, 2025

Large Corporate and Institutional Clients

For the largest clients, the focus shifts to deep, integrated relationship banking, including trade finance and treasury management. While the domestic corporate loan book saw a year-on-year growth of 7.5%, it actually de-grew by -1.4% quarter-on-quarter in Q1FY26, suggesting a selective approach based on risk-reward. The bank emphasizes cross-selling fee income through specialized digital solutions.

• Domestic Corporate Loan Book Growth (YoY): 7.5%.
• Domestic Corporate Loan Book Growth (QoQ): -1.4%.
• Digital trade transactions were over 70% of all eligible trade transactions processed in fiscal 2024 [cite: 15 (from 2024, showing digital adoption)].

Non-Resident Indians (NRIs) and International Operations

ICICI Bank Limited maintains an international footprint to cater to the global Indian diaspora. The bank has a presence in 11 countries, with specific entities like ICICI Bank UK PLC offering dedicated NRI Services. For NRI deposits, the interest rate environment in 2025 was competitive.

Deposit Type (Less than ₹2 crore)	Highest Interest Rate (p.a.)	Effective Date/Period
NRE FD	7.25%	For tenure between 15 months to 2 years (as of March 28, 2025)
NRO FD	7.10%	Starts from 3.00% p.a. (as of March 28, 2025)

Startups and Innovators (via DPIIT partnership)

This is a newer, strategic segment focus, formalized in late 2025. ICICI Bank Limited signed a Memorandum of Understanding (MoU) with the Department for Promotion of Industry and Internal Trade (DPIIT) on September 4, 2025. The goal is to provide structured support to early- and growth-stage entrepreneurs.

• Partnership formalized on September 4, 2025.
• Selected startups gain access to ICICI Bank's Mumbai-based accelerator facility.
• The program includes structured curriculum and mentorship from industry leaders.

Finance: draft Q3FY26 segment-wise loan book variance analysis by next Tuesday.

ICICI Bank Limited (IBN) - Canvas Business Model: Cost Structure

You're looking at the expense side of ICICI Bank Limited's operations, which is where a bank turns its revenue potential into actual profit. For a massive institution like ICICI Bank Limited, the cost structure is dominated by a few key areas, all of which are under constant scrutiny for efficiency.

The investment in digital capability is a major, non-negotiable cost. You saw the estimated technology and ICT spending was around $1.1 billion in 2024. That trend continued, showing a clear commitment to staying ahead in the digital race. For the full fiscal year 2025, the technology expenses represented about 10.7% of the bank's total operating expenses, which translates to approximately ₹4,533.84 crore for FY-25, based on total operating expenses of ₹42,372.32 crore for that period. This spending covers everything from core system upgrades to cybersecurity defenses, which is critical after recent regulatory focus on IT resilience in the sector.

The next big chunk of costs involves the people and the physical footprint. Employee compensation and branch network maintenance are substantial fixed and semi-fixed costs. In Q2 FY25, for instance, employee costs were reported to have increased by 11% year-on-year. To manage the network, ICICI Bank Limited added 83 branches in Q1FY26 alone, bringing the total network to 7,066 branches. Also, as of fiscal 2025, the bank deepened the number of employees who were allotted share-linked compensation to around 20,769 employees, tying a significant portion of their cost structure to performance and long-term retention.

The cost of funds, which is essentially the interest expense paid on deposits, is the single largest variable cost for any bank. For the full year FY2025, interest expenses saw an increase of 10.8% year-on-year. The cost of deposits settled at 4.4% for FY25, though this nudged slightly to 4.5% in Q1FY26, reflecting the competitive environment for gathering customer liabilities. This is the direct cost of the money ICICI Bank Limited uses to lend out.

Here's a quick look at how the core operating expenses broke down in a recent quarter:

Expense Category	Growth (YoY Q2 FY25)	FY2025 Tech Spend (% of OpEx)
Employee Costs	11% Increase	N/A
Non-Employee Expenses (ex-Tech)	3.8% Growth	N/A
Technology Expenses	N/A	10.7%

Marketing and brand promotion costs are managed to support growth without ballooning the expense base. While specific consolidated figures for the entire ICICI Bank Limited for FY2025 are less granular in public reports, the subsidiary ICICI Bank UK PLC reported total advertising and marketing expenses of USD 52.1 million (or INR 4,449 million) for the year ended March 31, 2025, as they continued selective investments to build brand presence.

The success in managing these costs is reflected in the bank's efficiency metric. Operational efficiency is a key focus, and ICICI Bank Limited achieved a Cost-to-Income Ratio of 38.6% in FY2025, as you noted. This is a strong number, demonstrating disciplined cost control relative to income growth. For the very latest snapshot, the total Cost to Income Ratio improved further to 37.8% in Q1FY26. This efficiency is driven by several factors:

• Focus on digital channels reducing physical transaction costs.
• Disciplined management of non-employee operational expenses.
• Leveraging scale across a growing loan book.
• Employee cost growth managed alongside share-linked compensation.

Finance: draft 13-week cash view by Friday.

ICICI Bank Limited (IBN) - Canvas Business Model: Revenue Streams

The revenue streams for ICICI Bank Limited are fundamentally anchored in its core banking operations, supplemented by non-interest income from its diverse financial services subsidiaries and market activities. You see this split clearly when looking at the full-year 2025 numbers.

Net Interest Income (NII) remains the largest component, derived from the spread between interest earned on loans and advances and interest paid on deposits and borrowings. For the fiscal year 2025, the Net Interest Margin (NIM) stood at 4.32%. The Net Interest Income for FY2025 was reported as Rs 811,644 million.

Fee income is the second major pillar. Total fee income for FY2025 was Rs 239,497 million. Within this, the income generated from retail, rural, and business banking customers is substantial. For instance, in the first quarter of the subsequent fiscal year (Q1FY26), non-corporate fees constituted about 79% of the total fees, indicating the strong reliance on granular customer banking relationships for fee generation.

The bank also captures revenue through its specialized subsidiaries, which include insurance and asset management. While specific cross-selling income is often bundled, the overall Other Income for FY2025 was Rs 285,067 million, a significant year-on-year decline of 62.7% from the previous year's Rs 765,218 million. This 'Other Income' bucket captures the gains from subsidiaries, foreign exchange, and treasury activities.

Treasury income from the investment portfolio and commissions from foreign exchange and trade finance are embedded within the 'Other Income' line item, though specific breakdowns are not always isolated in summary reports. For example, trading profits for FY2025 were reported as a small figure, Rs 90 million, suggesting that the bulk of treasury gains, if any, were realized elsewhere or that the focus was on balance sheet management rather than active trading gains for the full year.

Here's a quick look at the key income components for ICICI Bank Limited for FY2025, based on reported figures:

Revenue Component	FY2025 Amount (INR Million)	Context/Metric
Net Interest Income (NII)	811,644	Core lending profitability
Net Interest Margin (NIM)	4.32%	FY2025 reported NIM
Total Fee Income	239,497	Total non-interest income from services
Other Income (Total Non-Interest Income excluding some trading)	285,067	Includes subsidiary income, forex, and treasury
Fee Income from Retail/Rural/Business Banking	Approx. 79% of Total Fees	Based on Q1FY26 data as a proxy for core fee mix

You can see the direct contribution from core banking versus non-core activities. The bank's revenue generation is heavily weighted towards the interest spread, but the fee income stream, especially from the retail and business segments, provides a crucial, less capital-intensive revenue buffer. The performance of the subsidiaries, reflected in the 'Other Income' line, is clearly a variable factor year-to-year.

The revenue streams can be further broken down by the source of fee generation:

• Income from retail banking services.
• Commissions from rural banking activities.
• Fees derived from business banking platforms.
• Income from insurance underwriting and distribution.
• Management fees from asset management subsidiaries.
• Commissions from foreign exchange transactions.

Finance: draft the Q3FY26 revenue forecast based on Q2FY26 trends by Monday.