Intesa Sanpaolo strengthens cooperation with Consumer Associations

The image accompanying the News on the framework agreement for 2024-2026 with the Consumer Associations of the CNCU, portrays a young man in a jacket, holding his smartphone in one hand, which he is consulting, and a card in the other of payment. He finds himself in a closed but bright environment in which there are several pots with green plants

Intesa Sanpaolo is renewing and strengthening its collaboration with the consumer associations belonging to CNCU* by signing the new 2024 - 2026 Framework Agreement. The Agreement confirms the mutual commitment to open, constructive dialogue to ensure greater protection of consumers and customer satisfaction.

Broadening the focus to crucial issues in the bank-customer relationship such as sustainability, both environmental and social, and digital innovation, the new Agreement includes two important new elements:

"Macro-trends and socio-economic scenarios", the new area for assessing the impact of economic developments and development scenarios on consumer behaviour patterns and choices
"Quick training', the new education programme on the use of digital tools. Developed jointly and born out of feedback from the associations, it supports consumers in a process of learning and greater awareness in the use of new technologies and digital banking features.

More specifically, the four areas on which the Framework Agreement focuses concern:

Products and Services / Banking and Insurance Education / Local Relations

listening to customer needs to improve the quality of the range of products and services, in pursuit of a consumer-centric approach
development and continuation of shared financial education projects through increasing transparency and clarity of product information
intensification of relations at the territorial level between local delegates of the associations and representatives of Intesa Sanpaolo.

Regulatory / Authority – Customer Service / Conciliation

meetings for the joint analysis of regulatory trends and their impact on consumers, through a structured channel for dialogue and discussion, including at institutional level
joint analysis of the most important issues in the area of “Complaints and Conciliation” through interaction between the bank and consumer associations.

ESG – Impact/ Shared Training / Digital and Artificial Intelligence

exploration of the ESG issues of education, information, inclusion and financial and insurance culture to increase the level of knowledge and awareness in consumer-customer behaviour
discussion of issues of innovation, digital and artificial intelligence to ensure the quality of the service offered and the protection of consumer rights.

Macro-Trends and Socio-Economic Scenarios

analysis and reflection on the main international and national economic trends and scenarios, which may influence new social models and consumer behavioural choices
creation of a working table for a discussion on the major issues of economic evolution to identify proposals with a view to shared and sustainable development.

The new Framework Agreement “Innovating Relationships 3.0 2024 - 2026” comes on the heels of the agreements already signed between Intesa Sanpaolo and Consumers in 2019 and 2021.

*The Consumer Associations that signed the agreement are: Acu, Adiconsum, Adoc, Adusbef, Altroconsumo, Ass. Utenti Servizi Radio TV, Assoutenti, Casa del Consumatore, Cittadinanzattiva, Codici, Codacons, Confconsumatori, CTCU, Federconsumatori, Lega Consumatori, Movimento Consumatori, Movimento Difesa del Cittadino and U.Di.Con..

Last updated 14 June 2024 at 09:42:55