Crédit Mutuel Group - 2018 Activity Report THE ART OF SYNCHRONIZATION TO MOVE FORWARD THE BANK OF THE FUTURE: AN INSPIRED AND AMBITIOUS PROGRAM Responding to the issues Mobile banking and payment services, telephone services, remote home of a new world surveillance, paperless documents, electronic payments, service platforms and fi ntechs... the group never stops innovating, in order to provide the best ... drawing on solutions to its members and customers and help everyone adapt to change. solid foundations These services serve as a back-up to the physical banking network, offering members and customers greater responsiveness and a new kind of proximity. It’s a positive choice fordigital banking in service of people. Digital channels give and alocal network real autonomy to members and customers by allowing them to make transactions, that fuels the vitality of the regions run simulations, obtain quotes, etc. The advisor, as the pivotal point in the relationship, ●Making the most of the digital revolution by making major contributes added value. This strategy has one sole aim: quality of service, marked investments in technology that make sense by an ability to anticipate and innovate and by a desire to always do more to provide and produce added value. the best possible service. ●Adapting tonewconsumer behaviorby rolling out effective, accessible and innovative solutions. Digital banking for customers is therefore a central part of sales development strategy ●Putting people at the heart of each development and applying for entities in the Crédit Mutuel group. a responsible and sustainable approach to each project. It puts people at the heart of the system, giving everyone the chance to adapt totechnological change and have access to the best of the bank of the future. DIGITAL CHALLENGES The group is expanding the use of optical character recognition (OCR) to improve services to customers and free advisors from tedious data entry; it is using big data to improve the tools that advisors can use to understand and anticipate customer needs and expectations, so that they can be there at the right time on the right channel. The group is also working to increase adoption of all these new technologies by our customers and employees by keeping them informed and providing them with training and support. 44 45