ACTIVITY REPORT 2021 SIMPLIFICATION OF THE CUSTOMER EXPERIENCE FOR CLOSER RELATIONSHIPS • Extension of electronic signatures to all our contracts • Automation of compliance checks • Digitisation of the customer experience for property and consumer loans • I ncrease in middle office functions to free advi- sers from monitoring and after-sales service for files • Development of tools using artificial intelligence to automate and facilitate email replies. BRED’s information systems in France and abroad are based on customer requirements and innovation. As the partners of all our business lines, our philosophy is to focus on meaning, to ask the question “Why?”, rather than systematically focussing on the technology, with the aim of offering the best service to customers. Simone De Oliveira Deputy Chief Executive Officer in charge of information systems 83% OF FRENCH PEOPLE With the deployment of 100% advisory branches since 2020, think that the ideal bank should enable BRED has entered a new stage in the promotion of its model each person to choose between of banking without distance. This organisation enables us to digital services and visiting a branch, strengthen our commitment to excellence in our relations, depending on their needs proximity and added value. The feedback from both customers & and advisers is extremely positive. Customers appreciate the ONLY 8% advantages of planned appointments: they do not have to wait; prefer a bank that only offers its their adviser is more available and entirely at their disposal. customers digital services. Éric Montagne FBF Ifop study 12 - 2021 Deputy Chief Executive Officer in charge of the commercial division 19 Open to the worldCapitalising on our success