Key points of the Crédit Mutuel Group _ THREE MAJOR DEVELOPMENT PATHS The art of synchronization THE RELATIONSHIP BANK BY NATURE to move forward Strengthened by the new possibilities available to them through digital tools,the role and added value of our advisors are further enhanced. Working on a _ commission-free basis, their ability to listen, their sense of service and their business skills fl ourish in a relationship where technology and human contact each enrich the other. 76 of French people consider that no digital tool can THE BANK OF TOMORROW: % replace human contact in banking and insurance. AN INSPIRED AND AMBITIOUS PROGRAM (Deloitte banking survey: ‘barometer relation bank and customers 2018’) Because the world is changing very quickly, Crédit Mutuel has accelerated its transformation to adapt to technological and economic change and to meet the new needs and practices of its members and customers. Crédit Mutuel thus aims to progress constantly without losing its identity or THE COMMITTED BANK BY DEFINITION fundamental values. Innovation, commitment and customer relationship excellence provide For Crédit Mutuel, the principle of commitment is two-pronged. It lies in our the impetus for the group’s ambitions and new challenges and will continue to do so. commitment to constantly perfect the training of our advisors to satisfy our customers and members and to continuously raise the level of skills and fl exibility. It also lies in our strong determination to serve the common good, Responding to theissuesof a new world in a responsible manner. ●Making the most of thedigital revolutionby making major 47 of French people feel adequately supported investments in technology, investments that make sense and % by their bank during personal accidents. produce added value. (Deloitte banking survey: ‘barometer relation bank and customers 2018’) ●Adapting tonew consumer behaviorby rolling out effi cient, accessibleand innovative solutions. ●Placing peopleat the heart of each development and applying When a responsible and sustainable approach to each project. solid the music ...drawing on foundations THE INNOVATIVE BANKBY EXCELLENCY is good... Solidity of our customer relationship model, fi nancial solidity, Artifi cial intelligence and cognitive tools, multichannel approaches and enriched solidity of the group and its core values, steady growth in interactivity, augmented customer experiences... 2018 Victoires de la Musique awards: business and earnings...the Crédit Mutuel group has numerous At Crédit Mutuel, the level of excellence of any innovation is measured by themore than ever, Crédit Mutuel strengths that enable it to face the future with confi dence level of user satisfaction, the fl uidity of dialog with advisors and the relevancestruck the opening note for all and enthusiasm. of the solutions provided to meet customers’ needs typesof music. This 33 editionrd of connected French people use or could of the awards gave plenty an alocalnetwork that fuels the vitality 61 use services secured by biometric solutions. of room to new talent through its‘Revelations’ section. of the regions % (Next Content 2019 study of the French and bank innovation–‘The French and banking innovation’) With fi rm local roots, Crédit Mutuel’s prime objective is the quality of its relationship with and the services it provides to its members and customers. Its strategy is one of controlled expansion in the service of people and the economy. 14 15