Worldline - 2019 Universal Registration Document

D

EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Building customer trust with reliable, secured, innovative and sustainable solutions

Business risk

Risk description

Worldline action plan

Related opportunities

Main monitoring KPIs

Customer relationship management For more details, refer to this document, Sections D.2.5 and F.

To ensure its customers satisfaction, Worldline conducts customer satisfaction surveys on a regular basis to adjust its business processes and increase its customers’ overall satisfaction and loyalty. The Company also trains its employees in the protection of personal data.

Delivery quality and competitive advantage

GRI 102-44 Overall ●

Customer Satisfaction from Tactical surveys

The ability of Worldline to ensure that its products and services fulfill its customers’ needs is crucial to its ability to create value. Worldline invests in its sales force to create the highest levels of trust and improve

GRI 102-44 Net ● promoter score

proposed solutions. Key topic: customer service

Spur sustainable innovation D.2.2

Innovation@Worldline [GRI 102-43] [WL8] D.2.2.1 Worldline is part of a sector facing challenging transitions ruptures, with deregulation, digital transformation, changes in scale, arrival of new entrants, introduction of new technologies (such as Artificial Intelligence, Distributed Ledger Technologies, Internet of Things, or even Quantum Computing), emergence of new usages: in such a context, status quo is not an option. In order to turn technology and new trends into useful and value creating solutions for its customers in the coming years, Worldline actively seeks to promote a culture of innovation which spurs all its employees to ever greater creativity, and structures this potential and talents through its Research, Development & Innovation units. Worldline has also always been working with selected partners, academics and startups to nurture and develop its innovations. Besides, sustainability plays a significant role in shaping the Company’s innovation agenda by prioritizing useful solutions contributing to the UN SDGs and having a specific care with respect to eco-design. Worldline focuses its innovation, Research, Development & Innovation eorts on three main areas, all with high potential to create new opportunities and new services for its customers: Trusted Services; ● User eXperience; ● Performance and Intelligence. ● Trusted Services D.2.2.1.1 The Trusted Services track is dedicated on making transactions and services more secure for end-customers. It includes innovative payment solutions, advanced authentication solutions, cryptographic tools, data privacy solutions (such as secure cloud services) and network resiliency solutions. Key innovations that have come out of this process include:

From multi-factor authentication to contextual ● authentication: Services requiring strong authentication, such as payments or connected devices, combine several authentication factors that individually would be considered insufficient to guarantee the level of trust. Existing authentication technologies are increasingly available, such as physiological biometrics (fingerprints, facial recognition, etc.). To complement this approach, new authentication factors now include a dimension of analysis of the context of the transaction. Let's take an example: if a customer has made a first payment with a high level of authentication from a computer, and a new payment is made from a different device (smartphone), but within a short period of time on the same id and WiFi address, the system will analyze the context to determine whether the authentication can then be implied (“frictionless”) without further action by the customer; Post-quantum cryptography: The arrival of quantum ● computers eventually challenges digital security in general by breaking the public-key cryptographic systems that today protect all personal, professional and payment data. Worldline is working closely with researchers around the world on security algorithms that will withstand these computers, and is making joint proposals to global standardization organizations such as NIST (National Institute of Standards and Technology). At the end of 2017, in the framework of the NIST call for solutions, out of 69 successful proposals, 4 included contributions from Worldline Research, Development & Innovation crypto experts. At the end of 2019, among the 20 or so proposals still in the running, these four files were still included. The selection process continues and Worldline will undoubtedly be among the most important contributors to these new standards, which are essential to the security and confidence of tomorrow's payment service;

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Universal Registration Document 2019