BPCE - 2018 Registration document

ACTIVITIES AND FINANCIAL INFORMATION 2018 Significant events of 2018

new self-care services, such as online appointment scheduling (over ● 13,000 appointments scheduled per month), management of forgotten passwords/login Ids (averaging 90,000 confidential passwords or login ID deliveries per month), debit card management with consultation of limits, pending transactions and card blocking in the event of loss or theft (over 95,000 cards blocked online in 2018); three newly digitized loan applications: home loans (personalized ● offer), consumer loans (full-digital, omnichannel loan offer, enabling all beneficiaries to define their preferred level of autonomy at each step of the application process), and equipment loans (loans for professional equipment taken out online with a pre-established budget); the new Natixis Assurances chatbot, “Anna”, cutting the time spent ● by CRMs researching specific areas of expertise in half (buy-outs, division of property, inheritance, etc.); a digital hub for professional and corporate customers (“Services en ● ligne”): a platform accessible from Banque Populaire and Caisse

d’Epargne transaction websites, aggregating and centralizing all available digital services; a CRM tool, Digital Briefcase, for employees in charge of Corporate ● Customer Relations. The digital briefcase centralizes data on a customer’s business activity and shares the data with the customer. This allows the CRM to focus on strategic communications and identify ways to cooperate with the customer, and to create cross-selling opportunities; collaborative tools further simplified the daily working environment ● of employees, with the expansion of the B’digit digital acclimation program (32% of employees trained), the roll-out of internal social network Yammer at 90% of Group institutions, and the gradual launch of Microsoft Office 365. In addition to these achievements, the Group cemented its commitment to French Olympic and Paralympic athletes by becoming the first premium partner of the Paris 2024 Games. In doing so, Groupe BPCE has lent its name to one of the most powerful media events in the world, and the biggest event ever organized in France.

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Registration document 2018