Philippe Maillard and Sophie Heller, on digital topics and client experience
Perspectives by Sophie Heller, Chief Operating Officer, BNP Paribas Retail Banking & Services, and Philippe Maillard, Chief Operating Officer, BNP Paribas Corporate & Institutional Banking
What is the impact of the crisis on customer usages and how has BNP Paribas adapted?
Sophie Heller: The crisis has accelerated the transformation of usages, whether it concerns online assistance tools or contactless payment, as in Belgium, where these now represent one in three payments. We have implemented 100% digital or simplified processes –
e-signature for companies at BNP Paribas Leasing Solutions and French Retail Banking (FRB), for example – while equipping our advisors to manage customer relations remotely.
Philippe Maillard: We have further increased the use of digital channels to distribute our products. Online tools, such as those allowing customers to view and carry out their transactions, have also seen significant growth, such as the Centric portal.
What are the major digital challenges for BNP Paribas?
Philippe Maillard: They continue to revolve around three pillars. Our guiding principle is above all to continuously improve the value delivered to our customers, with a more local focus, by capitalising on our electronic platforms and their related services. At the same time, we are also automating our processes to absorb the strong growth in business volumes. Lastly, we are improving the quality and ease of our teams’ work, thanks to remote collaborative tools.
Sophie Heller: In the short-term, our main challenge is to improve the accessibility, reliability and fluidity of digital journeys. At the same time, we are launching foundational projects to position ourselves as the trusted partner of our customers. To do so, we are improving our offers by working with an ecosystem of partners. We combine the best of digital and human aspects to deepen our relationship with each customer. To support them in a personalised and proactive way over the long-term, we rely on the safe and reasonable use of data.
The volume of customer data is increasing. What is the Group’s approach to the use of data?
Sophie Heller: We are developing specific expertise. For example, our credit scores for companies are now based on their transactions and not just their balance sheet in order to have an up-to-date and reliable view of their activity.
Philippe Maillard: Data is a competitive advantage. We need to maximise the potential of the data while working to protect it. Our priority is therefore to consolidate our achievements in terms of quality and availability while further strengthening data security and confidentiality thanks, in particular, to innovative encryption solutions.