Adapting to big changes : Societal

Chapter 1 : Our value creation

Adapting to big changes : Societal

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

12 - Responsible Consumption and Production

* 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

8 - Decent Work and Economic Growth

10 - Reduces Inequalities

16 - Peace, Justice and Strong Institutions

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

3 - Good Health and Well-being

8 - Decent Work and Economic Growth

11- Sustainable Cities and Communities

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

Logo: Sustainable Development Goals

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.