2020 INTEGRATED REPORT

DIGITAL CHALLENGE

Due to health constraints, entire sectors of the economy have had to profoundly reinvent themselves in a very short timeframe.

Companies, which for the most part had already embarked on digital transformations, have greatly accelerated this momentum to guarantee service continuity. Like all business sectors, the banking industry has had to react quickly to support all its customers in the face of a sudden and brutal crisis. The banks’ advisory role was particularly essential in providing customers with the expertise they needed. At the same time, information systems have had to adapt around the world to cope with new ways of life, work and consumption, following the massive use of teleworking and the development of
e-commerce and remote payments. The digital transformation of the banking sector, which was already well underway, has intensified to develop solutions adapted to various uses and types of customers. By ensuring that data is always processed in a secure environment in accordance with the standards and regulations in force, banks seek to support new uses by customers, combining the best of the personal (for personalised support and advice) and the digital (for self-care and accelerated processing of certain requests). New ecosystems have emerged in recent years, based on internal innovation and increased cooperation with startups and fintechs, resulting in the development of innovative solutions that go beyond banking services. In line with society’s increasingly high expectations, technological advances also make it possible to offer innovative services that have a positive impact, thus encouraging inclusive and more environmentally friendly growth.