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France
Dialogue with stakeholders

CR 2.0: a digital programme for improving the customer experience

CR 2.0 - Crédit Agricole

100 %

of the Regional Banks

 

THE ISSUE

Studies across the board are showing a swift change in what customers expect from their bank, the top requirements being a better welcome, more attentive listening, and personalised support proposals. Digital technology is one of the drivers behind this transformation. 

OUR RESPONSE

Because the customer's interest and satisfaction are at the heart of its business, Crédit Agricole has introduced ""Customer Relations 2.0 "", a company programme aimed at improving the customer experience.  It is also based on relationship commitments by all the Regional Banks, regarding the objectiveness of advisers, the transparency of information, and the cooling-off period.

Designed and tested in 2012 by eight Regional Banks, the "Customer Relations 2.0 " programme has now been extended to all 39 Regional Banks.

    

‘‘

Because customers drive the business, they have to be central to the way the bank works.

Pierre-Louis Aufort, Group General Inspection - Head of the Regional Banks and International Retail Banking, former Head of Distribution for the Regional Banks, Crédit Agricole S.A.

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