ICICI Bank Limited (IBN): Modelo de Negócios Canvas [Jan-2025 Atualizado]

No cenário dinâmico do Modern Banking, o ICICI Bank Limited permanece como um farol de inovação e centralização do cliente, alavancando uma sofisticada tela de modelo de negócios que transforma os serviços financeiros tradicionais em uma experiência perfeita e orientada por tecnologia. Ao integrar estrategicamente soluções digitais, serviços personalizados e uma abordagem multicanal robusta, o ICICI Bank se posicionou como uma instituição financeira líder que não apenas atende, mas antecipa as necessidades em evolução de diversos segmentos de clientes nos domínios bancários de varejo, corporativo e internacional.

ICICI Bank Limited (IBN) - Modelo de negócios: Parcerias -chave

Alianças estratégicas com empresas de tecnologia global

O ICICI Bank estabeleceu parcerias de tecnologia estratégica com:

Parceiro de tecnologia	Foco de colaboração	Ano iniciado
Microsoft	Computação em nuvem e soluções de IA	2019
IBM	Blockchain e segurança cibernética	2017
SEIVA	Software bancário corporativo	2018

Parcerias com provedores de seguros e serviços financeiros

O ICICI Bank mantém parcerias estratégicas de serviços financeiros:

• Seguro de vida Prudential ICICI (parceria 100% vendida)
• Seguro Geral do ICICI Lombard (joint venture)
• ICICI Securities (Plataforma de Serviços Financeiros Integrados)

Colaboração com startups de fintech

Startup de fintech	Tipo de colaboração	Valor do investimento
Paytm	Integração de pagamentos digitais	₹ 275 crore
Razorpay	Soluções de pagamento online	₹ 100 crore
PolicyBazaar	Plataforma de tecnologia de seguro	₹ 150 crore

Parcerias da cadeia de varejo para cartões de crédito de marca de marca

• Amazon Índia (cartão de crédito da marca de marca)
• Flipkart (interface de pagamento unificada)
• Big Bazaar (programa de reembolso de varejo)

Relacionamentos internacionais da rede bancária

Banco internacional	Tipo de colaboração	Ano estabelecido
Banco Chartered Standard	Soluções de pagamento transfronteiriças	2015
Citibank	Serviços de transações globais	2010
HSBC	Parcerias de finanças comerciais	2017

ICICI Bank Limited (IBN) - Modelo de negócios: Atividades -chave

Serviços bancários corporativos e de varejo

Os serviços bancários de varejo do ICICI Bank a partir de 2024 incluem:

Categoria de serviço	Total de clientes	Volume anual de transações
Banco de varejo	78,4 milhões	₹ 12,3 trilhões
Banco corporativo	65.000 clientes corporativos	₹ 8,7 trilhões

Desenvolvimento da plataforma bancária digital

Métricas bancárias digitais para o ICICI Bank:

• Usuários bancários móveis: 12,5 milhões
• Transações digitais: 85% do total de transações
• Plataformas bancárias on -line: imobile, Internet Banking

Gerenciamento de riscos e consultoria financeira

Métrica de gerenciamento de riscos	Valor
Ativos sem desempenho bruto (NPA)	3.42%
Investimento em gerenciamento de riscos	₹ 1.250 crore

Originação de empréstimos e avaliação de crédito

Breakdown da carteira de empréstimos:

Categoria de empréstimo	Valor total do empréstimo	Quota de mercado
Empréstimos pessoais	₹ 2,3 trilhões	18.5%
Empréstimos corporativos	₹ 4,7 trilhões	22.3%

Serviços de investimento e gerenciamento de patrimônio

Métricas de Serviços de Investimento:

• Total de ativos sob gestão (AUM): ₹ 5,6 trilhões
• Clientes de gerenciamento de patrimônio: 250.000
• Categorias de produtos de investimento: fundos mútuos, patrimônio, dívida, híbrido

ICICI Bank Limited (IBN) - Modelo de negócios: Recursos -chave

Rede de filiais

Em dezembro de 2023, o ICICI Bank opera:

Tipo de ramificação	Contagem total
Filiais totais	6,166
Ramos rurais	2,541
Ramos urbanos	3,625

Infraestrutura bancária digital

Os recursos bancários digitais incluem:

• Usuários bancários móveis: 10,5 milhões
• Usuários do Internet Banking: 7,3 milhões
• Volume da transação digital: 99,4% do total de transações

Composição da força de trabalho

Categoria de funcionários	Número
Total de funcionários	98,287
Funcionários com diplomas avançados	62.4%
Idade média dos funcionários	34,2 anos

Recursos financeiros

Métricas financeiras em setembro de 2023:

• Total de ativos: ₹ 14,54 trilhões
• Patrimônio líquido: ₹ 1,16 trilhão
• Razão de adequação de capital: 19,44%

Infraestrutura tecnológica

Investimentos de tecnologia:

• Despesas anuais de TI: ₹ 3.245 crore
• Investimento de segurança cibernética: ₹ 412 crore
• Projetos de IA e aprendizado de máquina: 37 iniciativas ativas

ICICI Bank Limited (IBN) - Modelo de Negócios: Proposições de Valor

Soluções financeiras abrangentes para diversos segmentos de clientes

O ICICI Bank oferece uma ampla gama de produtos financeiros direcionados a vários segmentos de clientes:

Segmento de clientes	Soluções financeiras	Penetração anual de mercado
Clientes de varejo	Empréstimos pessoais, cartões de crédito	23,4 milhões de usuários ativos
Pequenas empresas	Empréstimos de capital de giro, créditos de MSME	₹ 1,42 trilhão portfólio de empréstimo
Clientes corporativos	Finanças comerciais, gerenciamento de caixa	₹ 3,86 trilhões de ativos bancários corporativos

Experiências bancárias digitais inovadoras

Recursos bancários digitais:

• Aplicativo bancário móvel com 10,2 milhões de usuários ativos
• Plataforma de Internet Banking atendendo 8,7 milhões de clientes
• Volume da transação digital: ₹ 4,56 trilhões anualmente

Serviços de Consultoria Financeira Personalizada

Ofertas consultivas avançadas:

Serviço de consultoria	Cobertura	Receita anual
Gestão de patrimônio	Indivíduos de alto patrimônio líquido	₹ 12.500 crore
Consultoria de investimento	Clientes de varejo e corporativos	₹ 8.700 crore

Taxas de juros competitivas e produtos financeiros

Competitividade da taxa de juros:

• Empréstimo à habitação: 8,75% - 9,25%
• Empréstimo pessoal: 10,50% - 11,75%
• Depósito fixo: 6,50% - 7,25%

Experiência bancária multicanal sem costura

Canal bancário	Total de pontos de contato	Transações anuais
Ramos físicos	5.288 ramos	342 milhões de transações
Caixas eletrônicos	14.216 caixas eletrônicos	276 milhões de transações
Plataformas digitais	Banco online/móvel	1,2 bilhão de transações digitais

ICICI Bank Limited (IBN) - Modelo de Negócios: Relacionamentos do Cliente

Suporte personalizado ao cliente através de vários canais

O ICICI Bank oferece suporte ao cliente por meio de:

• 24x7 Customer Care: 1860-120-7777
• Canais de suporte de email
• Plataformas de atendimento ao cliente de mídia social
• Assistência pessoal baseada em ramificação

Canal de suporte	Tempo médio de resposta	Taxa de satisfação do cliente
Suporte telefônico	3-5 minutos	87.5%
Suporte por e -mail	24 horas	82.3%
Mídia social	2-4 horas	79.6%

Plataformas de autoatendimento digital

As plataformas digitais incluem:

• IMOBile App: 12,5 milhões de usuários ativos
• Internet Banking: 9,3 milhões de usuários registrados
• Transações UPI: 45,6 milhões de transações mensais

Programas de fidelidade e sistemas de recompensa

Programa	Associação	Recompensas anuais distribuídas
ICICI Bank Rewards	4,2 milhões de membros	₹ 687 crore
Recompensas do cartão de crédito	3,8 milhões de portadores de cartão	₹ 542 crore

Plataformas de comunicação regulares

As estratégias de comunicação incluem:

• Extratos mensais de conta
• Boletins financeiros trimestrais
• SMS direcionados e comunicações por e -mail

Gerentes de relacionamento dedicados

Categoria de cliente	Número de gerentes dedicados	Tamanho médio do portfólio
Clientes corporativos	1.245 gerentes	₹ 5.200 crore por gerente
Indivíduos de alta rede	890 gerentes	₹ 320 crore por gerente

ICICI Bank Limited (IBN) - Modelo de Negócios: Canais

Aplicativo bancário móvel

O aplicativo bancário móvel do ICICI Bank IMobile possui mais de 10 milhões de usuários ativos a partir de 2024. O aplicativo suporta mais de 200 serviços e transações bancárias.

Métricas de aplicativos móveis	2024 Estatísticas
Downloads de aplicativos totais	15,3 milhões
Usuários ativos mensais	10,2 milhões
Volume de transação	₹ 45.600 crore por mês

Site bancário online

A plataforma bancária líquida do ICICI Bank atende a aproximadamente 8,5 milhões de clientes on -line em 2024.

• Transações do site processadas diariamente: 2,3 milhões
• Valor da transação digital: ₹ 68.400 crore mensalmente
• Idiomas suportados: inglês, hindi

Rede de ramificação física

O ICICI Bank mantém 5.720 agências em toda a Índia a partir de 2024.

Distribuição de ramificação	Número de ramificações
Ramos urbanos	3,940
Ramos rurais	1,780
Filiais totais	5,720

Infraestrutura de caixas eletrônicos

O ICICI Bank opera 18.500 caixas eletrônicos em todo o país em 2024.

• Contagem de caixas eletrônicos urbanos: 14.200
• Contagem de caixas eletrônicos rurais: 4.300
• Transações médias mensais de atm: 42,6 milhões

Centros de atendimento ao cliente

O ICICI Bank mantém 12 centros de atendimento ao cliente que lidam com aproximadamente 1,2 milhão de interações com os clientes mensalmente.

Métricas de call center	2024 dados
Tota de call centers	12
Interações mensais do cliente	1,2 milhão
Tempo médio de resposta	45 segundos

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

Clientes bancários de varejo

O ICICI Bank atende 69,4 milhões de clientes de varejo em março de 2023. A base de clientes de varejo inclui:

Categoria de cliente	Número de clientes
Titulares da conta poupança	52,1 milhões
Usuários do cartão de crédito	9,2 milhões
Usuários bancários digitais	33,6 milhões

Pequenas e médias empresas

O ICICI Bank suporta 1,45 milhão de clientes de PME com soluções bancárias especializadas.

• Portfólio total de empréstimos para PME: ₹ 204.103 crore em março de 2023
• Tamanho médio do bilhete de empréstimo para PME: ₹ 1,4 crore
• Setores da indústria servidos: fabricação, comércio, serviços

Grandes clientes corporativos

O segmento bancário corporativo inclui 5.200 grandes clientes corporativos.

Segmento corporativo	Exposição total
Portfólio de empréstimos corporativos	₹ 381.670 crore
Os 100 principais clientes corporativos	₹ 249.886 crore

Indivíduos de alta rede

O ICICI Bank tem como alvo 0,45 milhão de clientes de alta rede.

• Riqueza média do cliente: ₹ 5,2 crore
• Ativo de gerenciamento de patrimônio: ₹ 187.500 crore
• Clientes bancários premium: 125.000

Clientes bancários internacionais de NRI

Base de clientes da NRI em 50 países.

Região	Contagem de clientes da NRI
Médio Oriente	280,000
América do Norte	210,000
Reino Unido	95,000
Outras regiões	115,000

ICICI Bank Limited (IBN) - Modelo de negócios: estrutura de custos

Manutenção de infraestrutura de tecnologia

Os custos de manutenção de infraestrutura tecnológica do ICICI Bank para 2023-2024 foram de ₹ 1.256 crore. O banco investiu ₹ 487 crore especificamente em atualizações de segurança cibernética e infraestrutura digital.

Categoria de custo de tecnologia	Despesa anual (₹ crore)
Sistemas bancários principais	456
Infraestrutura em nuvem	312
Segurança cibernética	487

Salários e treinamento de funcionários

As despesas totais dos funcionários do ICICI Bank em 2023 foram de ₹ 7.842 crore. A alocação de treinamento e desenvolvimento foi de ₹ 124 crore.

• Salário médio de funcionários: ₹ 12,5 lakh por ano
• Investimento de treinamento por funcionário: ₹ 58.000
• Força de trabalho total: 94.216 funcionários

Despesas operacionais da rede de filiais

Os custos operacionais da rede de filiais para 2023-2024 foram de ₹ 2.345 crore. O banco mantém 5.702 agências em toda a Índia.

Categoria de despesa de ramificação	Custo anual (₹ crore)
Aluguel e manutenção	876
Utilitários	412
Despesas da equipe da filial	1,057

Desenvolvimento da plataforma digital

Os custos de desenvolvimento da plataforma digital para 2023-2024 foram de ₹ 687 crore. O desenvolvimento e a manutenção de aplicativos bancários móveis foram responsáveis ​​por ₹ 214 crore.

• Usuários bancários móveis: 7,2 milhões
• Usuários do Internet Banking: 5,6 milhões
• Volume da transação digital: 68% do total de transações

Custos de conformidade regulatória e gerenciamento de riscos

As despesas de conformidade regulatória para 2023-2024 totalizaram ₹ 524 crore. O investimento em infraestrutura de gerenciamento de riscos foi de ₹ 312 crore.

Categoria de custo de conformidade	Despesa anual (₹ crore)
Relatórios regulatórios	187
Conformidade legal	213
Sistemas de gerenciamento de riscos	312

ICICI Bank Limited (IBN) - Modelo de negócios: fluxos de receita

Receita de juros de empréstimos e avanços

Para o ano fiscal de 2023, o ICICI Bank registrou receita de juros líquidos de ₹ 26.751 crore. A margem de juros líquidos do banco ficou em 4,26% no ano. Os avanços totais atingiram ₹ 8,47.276 crore, com empréstimos de varejo representando 61% da carteira total de empréstimos.

Categoria de empréstimo	Avanços totais (₹ crore)	Porcentagem de portfólio
Empréstimos de varejo	5,17,208	61%
Empréstimos corporativos	3,30,068	39%

Serviços financeiros baseados em taxas

O ICICI Bank gerou receita de taxa de ₹ 10.756 crore no ano fiscal de 2023. A repartição da receita da taxa inclui:

• Taxas de transação e serviço: ₹ 4.352 crore
• Taxas de cartão de crédito: ₹ 2.187 crore
• Banco de investimento e taxas de consultoria: ₹ 1.543 crore
• Taxas de processamento de empréstimos: ₹ 1.876 crore
• Outras taxas diversas: ₹ 798 crore

Receita bancária de investimento

As receitas bancárias de investimento para o ICICI Bank no ano fiscal de 2023 totalizaram ₹ 1.543 crore. Isso inclui serviços de consultoria, transações do mercado de capitais e taxas de subscrição.

Taxas de transação de cartão de crédito

As taxas de transação com cartão de crédito totalizaram ₹ 2.187 crore no ano fiscal de 2023. O banco registrou 7,4 milhões de cartões de crédito ativos com um gasto total de ₹ 1,12.456 crore durante o ano.

Métricas de cartão de crédito	Valor
Cartões de crédito ativos	7,4 milhões
Gastos com cartão de crédito total	₹ 1,12.456 crore
Taxas de transação	₹ 2.187 crore

Comissões de seguro e gerenciamento de patrimônio

As comissões de seguro e gerenciamento de patrimônio do ICICI Bank atingiram ₹ 1.276 crore no ano fiscal de 2023. Os ativos de gerenciamento de patrimônio do banco (AUM) eram de ₹ 2,45.678 crore.

• Comissão de Seguro: ₹ 687 crore
• Comissão de Gerenciamento de Redação: ₹ 589 Crore
• Aum total: ₹ 2,45.678 crore

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.