BPCE - 2019 Universal Registration Document

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PRESENTATION OF GROUPE BPCE

TEC 2020: A STRATEGIC PLAN FOCUSED ON DIGITAL TRANSFORMATION, COMMITMENT AND GROWTH

TEC 2020: a strategic plan focused on digital 1.4 transformation, commitment and growth

The strategic plan for the 2018-2020 period, entitled “TEC 2020”, focuses on a combination of digital Transformation in order to seize opportunities created by the ongoing technological revolution, Engagement towards the Group’s customers, employees and cooperative shareholders, and Growth in all its core businesses.

Digital transformation

The Group is accelerating its digital transformation under the leadership of 89C3 Factory, a dedicated organization responsible for promoting the technological vision and the development of digital products in liaison with the Group’s IT developers. The goal is to attain the highest possible customer satisfaction scores by putting the Group’s digital NPS on a par with pure players by 2020. To achieve this, the Group has developed joint customer interfaces and has raised the account management web spaces to the level of mobile apps, with functionalities that are constantly upgraded (authentication, card management and transfers). In 2019, 74.9% of principal active customers of the Banques Populaires and Caisses d’Epargne used at least one of the digital channels available to them. As of end-December 2019, 48.1% of active customers had used the mobile app, an increase of 10.6 points year-on-year. Digital application processes have been developed for consumer and home loans for individual customers and equipment loans for professional customers. In 2019, digital solutions helped generate nearly 100,000 consumer loans with outstandings of €1.3 billion, and €1.8 billion in new home loans. The Caisses d’Epargne also developed Numairic, the first online credit solution for municipalities. The development of digital spaces has helped us achieve good service and customer satisfaction levels, with an NPS of +40 at end-December 2019 and scores of 4.4/5 on mobile app stores.

A Group data analytics platform became operational in 2019. The Group intends to use the data to customize its offers, measure certain risks more precisely, enhance its CRM tools and build artificial intelligence tools. The ethical use of personal data is a vital element in building confidence and will be central to the banking relationship of the future. The Group also continued to optimize its operating model in retail banking, with the multi-year program to encourage electronic signatures and paperless documents. In 2019, electronic signatures were used for 75.8% of applications and amendments, helping to make life easier for customers and reducing printing costs. The Group also used virtual assistants to automate processes and increase efficiency. The Group signed a partnership agreement with Brink’s France for the operation and dynamic management of the Banques Populaires and Caisses d’Epargne’s ATMs. Digital transformation also affected non-life insurance. Natixis Assurances unveiled a new service for managing automobile and two-wheeler claims and rolled out a new technological platform to optimize the digital management of insurance claims while enhancing the customer experience. The Group is gradually rolling out Office 365 to facilitate collaboration and sharing, including across businesses and while on the move. New communities have emerged (digital ambassadors, digital champions and data management officers) to support, disseminate and implement the digital transformation and the democratization of data within the Group companies.

Our engagement towards our customers, staff and cooperative shareholders

MORE CONVENIENCE, EXPERTISE AND SOLUTIONS FOR OUR CUSTOMERS In retail banking, the Banques Populaires and the Caisses d’Epargne continue to develop their multi-channel relationship model that lets customers choose how much or how little support they require. Central to this model, together with developments in online and mobile banking services, are the Group’s actions to overhaul branch formats (points of sale and business centers), establishing multi-site branches, refocusing on advisory services, reception areas that foster a “side-by-side” rather than “face-to-face” relationship and creating collaborative work spaces.

To round out the everyday banking offers, the Banques Populaires and Caisses d’Epargne have developed new products and services, particularly for families, and a new digital offering, Enjoy, launched by the Caisses d’Epargne. In order to offer its clients more expertise and solutions, the Asset & Wealth Management business line is strengthening its position as world leader in active investment strategies thanks to its size, profitability, capacity for innovation and the development of its international distribution platform via its multi-boutique network. At December 31, 2019, assets under management stood at €934 billion, up 16% year-on-year.

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UNIVERSAL REGISTRATION DOCUMENT 2019 | GROUPE BPCE

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