· New area dedicated to “Macro-trends and socio-economic scenarios” to assess the impact on consumer behaviour patterns and choices
· New Quick Training programme adopted for digital education and joint projects on sustainability and technological innovation
Rome, 11 June 2024 – Intesa Sanpaolo and the Consumer Associations of the CNCU (National Council of Consumers and Users) have signed a new Framework Agreement “Innovating Relationships 3.0 2024 - 2026”, in continuity with the previous agreements of 2019 and 2021, confirming their mutual commitment to an open, constructive dialogue for greater consumer protection and customer satisfaction.

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..

The new agreement introduces two new elements: the new area dedicated to “Macro-trends and socio-economic scenarios” to assess the impact of economic developments and development scenarios on consumer behaviour patterns and choices; and the new digital education programme and joint projects on sustainability and technological innovation.

The shared objective is to further strengthen the relationship and cooperation on banking, financial and insurance issues to further improve the quality of services, implementing projects for the benefit of the community, in terms of information and transparency on products and services.

The new agreement focuses on four areas:
1. Products and Services / Banking and Insurance Education / Local Relations
o listening to customer needs to improve the quality of the range of products and services, in pursuit of a consumer-centric approach;
o development and continuation of shared financial education projects through increasing transparency and clarity of product information;
o intensification of relations at the territorial level between local delegates of the associations and representatives of Intesa Sanpaolo.
2. Regulatory / Authority – Customer Service / Conciliation
o 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;
o joint analysis of the most important issues in the area of “Complaints and Conciliation” through interaction between the bank and consumer associations.
3. ESG – Impact/ Shared Training / Digital and Artificial Intelligence
o 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;
o discussion of issues of innovation, digital and artificial intelligence to ensure the quality of the service offered and the protection of consumer rights.
4. Macro-Trends and Socio-Economic Scenarios
o analysis and reflection on the main international and national economic trends and scenarios, which may influence new social models and consumer behavioural choices;
o 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.
Presented together with the above was Quick Training, a new education and information programme on the use of digital tools, created based on a specific request by associations and working tables with Intesa Sanpaolo to gradually lead consumers, customers and others through a process of learning, towards greater awareness in the use of new technologies and digital banking functions.
"Thanks to our agreements with consumers associations, we have developed an ongoing, constructive dialogue with a focus on our customers and the relationship that ties us to them," commented Stefano Barrese, Head of Intesa Sanpaolo's Banca dei Territori Division. "With the renewed collaboration, we will be able to further expand the dialogue to new crucial issues in the bank-customer relationship such as sustainability, in its environmental and social aspects, and digital innovation, as also related to artificial intelligence. Technology is already supporting Intesa Sanpaolo with improving the quality of the work our people do in service of our customers.”




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Intesa Sanpaolo
Media Relations Banca dei Territori e Media locali

Intesa Sanpaolo, with over €420 billion in loans and €1.3 trillion in customer financial assets at the end of 2023, is the largest banking group in Italy, with a significant international presence. It is a European leader in wealth management, with a strong focus on digital and fintech. The Group will provide €115 billion of Impact lending by 2025 to support communities and the green transition, together with a €1.5 billion program (2023-2027) to help people in need. The Bank's network of museums, the Gallerie d'Italia, hosts its owned artistic heritage and cultural projects of recognized value.

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