Crédit Mutuel Group - 2018 Activity Report THREE MAJOR THE CUSTOMER IS THE FOCUS OF DEVELOPMENT PATHS ALL OUR DEVELOPMENTS AS WE MOVE TO AN AUGMENTED RELATIONSHIP “Augmenting” relationships means using digital technology to improve listening skills, the quality of customer relations and THE RELATIONSHIP BANK BY NATURE the proactivity of advisors. Examples include cognitive solutions, Strengthened by the new possibilities available to them big data, optical character recognition and a highly secure through digital tools, the role and added value of our dedicated cloud. advisors are further enhanced. Working on a commission-free basis, their ability to This enhancement of customer relations and the customer listen, their sense of service and their business skills experience revolves around a single principle: using technology fl ourish in a relationship where technology and human to serve people. contact each enrich the other. The key role of the customer advisor is reaffi rmed: advisors are central to the relationship with the customer in an omni-channel of French people consider that no structure. 76 digital tool can replace human With this in mind, Crédit Mutuel Alliance Fédérale employees When the music % contact in banking and insurance. makedaily use of artifi cial intelligence to improve the quality is good... (Deloitte: “Barometer of banks’ customer and relevance of their responses, particularly via email analyzers relations 2018”) (which identify customer intentions and analyze and propose replies to 5million emails every month) and a search assistant 2018 Victoires de for general insurance, savings, healthcare, personal protection and consumer credit. la Musique Awards: more than ever, Crédit Mutuel THE COMMITTED BANK BY DEFINITION On the web, a new cognitive technology based solution has struck the opening note for all For Crédit Mutuel, the principle of commitment is also beenavailale for more than 3.5 million customers ofb typesof music. This 33 editionrd two-pronged. Crédit Mutuel Alliance Fédérale since the end of 2018, and for of the awards gave plenty It lies in our commitment to constantly perfect the all CIC customers since early 2019: this “conversational” interface of room to new talent through training of our advisors to satisfy our customers and is designed to improve the user experience by searching for its “Revelations” section. members and to continuously raise the level of skills and information on the website or carrying out simple actions, as well fl exibility. It also lies in ourstrong determination to as by suggesting contact channels for customers to ask their serve the common good, in a responsible manner. bank or their advisor questions, according to needs and context. of French people feel adequately 47 supported by their bank during % personal accidents. RESPONSIBILITY FOR (Deloitte: “Barometer of banks’ customer THE COMMON GOOD: relations 2018”) COMBATING GLOBAL WARMING Since December 2018, Crédit Mutuel Alliance Fédérale, THE INNOVATIVE BANKPAR EXCELLENCE Crédit Mutuel Nord Europe and Crédit Mutuel Océan have been selling Eco-Mobility products for private customers Artifi cial intelligence and cognitive tools, multichannel and Energy Transition Loans at subsidized rates for businesses: approaches and enriched interactivity, augmented two ambitious products to help fi ght global warming. customer experiences... At Crédit Mutuel, the level of excellence of any innovation Eco-Mobility enables customers and members to buy or replace cars is measured by the level of us seratisfacion, th fl iditt eu y at low rates of interest for lower-emission driving. A rate of 0.75% is offered for hybrids and electric cars, and a rate of dialog with advisors and the relevance of the solutions of 1.50% for low-emission petrol cars. provided to meet customers’ needs. Energy Transition Loans help businesses to improve their energy and environmental performance. They fi nance of connected French people use spending, e.g. on equipment, fi xtures or new products, that aims to help the business be more energy effi cient. 61 or could use services secured Energy Transitionoans are granted with a term of upto 7 years and are offered at fi xed or variable rates withL % by biometric solutions. a 0.10% discounton current standard interest rates. (Next Content 2019 study: “The French and These products are part of the group’s commitment to promote sustainable growth and support all its members banking innovation”) and customers. 46 47