ADAPTING TO BIG CHANGES: SOCIETAL

NEW CUSTOMER BEHAVIOURS AND NEW TECHNOLOGIES

• Search for immediacy, fluidity and ease
• Desire for personalisation, responsiveness and advice
• Security of personal data and cybersecurity
• Excellence of tools and services

MAIN SDGS^* CONCERNED

* Sustainable Development Goals.

Opportunities

• Positioning as a truly multi-channel bank with a tightly woven regional presence
• Diverse range of expertise and services offered to customers
• Information systems performance that enhances cybersecurity and ensures customers’ data is safe

Risks

• Decrease in branch traffic/profitability
• Failure to move swiftly in adapting internal processes, distribution and services

OUR ACTIONS

• Globe Trotter offer from Regional Banks for the 18-to-30 age group offering a
  no-fee card abroad
•  Biometric card, available in 2020 for contactless payments of over €30 thanks to its digital fingerprint
•  A strong new authentication service for online payments by individual customers

GEOGRAPHIC DIVIDES AND A RISE IN SOCIAL TENSIONS

• Regional divides within countries creating inequality
• Jobs and growth concentrated in urban areas
• Loss of purchasing power of the middle class
• Instability of social cohesion

MAIN SDGS^* CONCERNED

Opportunités

• Broad regional coverage through the Group’s different networks
• Development of banking, social and entrepreneurial accessibility

Risks

• Decline in banking margins in certain geographic areas

OUR ACTIONS

• Access to essential services through a network of more than 8,400 Crédit Agricole and LCL branches in France, supplemented by 5,900 Relais CA in rural areas
• LCL, a partner in the APELS program to promote the integration through sport of young people with few qualifications
• Offers accessible to all with EKO et LCL Essentiel

LIFE’S UNCERTAINTIES

• In Western countries:
  • ageing populations
  • an increasing dependence
  • a diversification of family models and types of employment
• Unexpected events and more variable career and life paths

MAIN SDGS^* CONCERNED

Opportunities

• Highlighted positioning as a trusted third party that supports its customers locally, over the long term and at all of life’s milestones: education, first job, marriage, business creation, retirement, etc.

Risks

• Perceived lack of support from the bank
• Higher credit/delinquency risk
• Incomplete risk assessment models

OUR ACTIONS

• Inclusive finance set-ups: Points Passerelle  to support customers in financial difficulty and prevent over-indebtedness at CACF and LCL
• Dispositif First Internship/first Job System: contribution to the employment of young people by connecting them with the companies that are recruiting

In 2015, the United Nations Member States adopted the 2030 Agenda for Sustainable Development and its 17 Sustainable Development Goals (SDGs), which provide a blueprint for achieving a better and more sustainable future for all. The SDGs address major global challenges related to poverty, inequality, climate change, environmental deterioration, prosperity, peace and justice.