Issue No. 28

change. Apps are a form of software
which provides a means to carry out a
task such as shopping or games.
In 2020, there were almost 3 million
apps available for downloading in Google
Play Store, enabling users to access a
huge variety of digital services.
Banks are responding to this appetite
for apps by launching new apps which
are secure and offer more services. Ma
Banque is an app developed by Crédit
Agricole Normandie to enable customers
to consult and manage accounts and
budgets as well as carrying out daily
banking transactions. You can view
multiple accounts, transfer money
immediately safely and securely as well
as review balances on loans and interest
on savings accounts. In addition, the app
allows you to budget and control your
spending, with handy alerts on accounts
and budget overruns.
High speed internet
Another reason for the digital change
is the expansion of high speed internet
coverage. The French government
published a plan ‘Plan France Haut/Très
Haut Débit’ with a target to provide highspeed
broadband of at least 30 mbps to
all of France by 2022.
Despite slow progress in many areas, it
is fair to say though that fast broadband
including fibre optic services are
gradually being rolled out throughout
the country, enabling people to use
their computers for online banking and
shopping. However access to high speed
internet in France is far from universal;
currently an estimated 6 million people
lack a minimum quality access to the
internet, particularly in rural areas.
Expectations are changing
For us as customers, some things will
never change. We want to receive a good
quality service, at a reasonable price and
within a realistic timescale. However our
needs and expectations are changing.
Some credit this to the so-called ‘Amazon
effect’, whereby consumers can find and
purchase products with only a few clicks,
getting the items delivered straight to
their door.
Research reveals a shift in expectations
particularly amongst younger
generations. These age groups – often
referred to as ‘Generation X’ and
‘Millennials’ are used to the speed and
flexibility of online banking and prefer
the digital experience. But this attitude
is affecting all age groups. One in five
people over the age of 65 now has an
online bank account, a trend which is
likely to increase.
As COVID19 continues to restrict
activity, particularly for more vulnerable
people, the ability to undertake everyday
financial transactions such as for paying
bills online and ordering shopping is even
more crucial. The pandemic may also
hasten the move to a cashless society; a
February 2021 survey by the Banque de
France found that 39% of French citizens
have reduced their use of cash since
March 2020.
The future is personal
Customers want to feel valued. The
growth in e-commerce and digitalisation
in all services including banking, offers
choice and greater diversity of services,
all easily accessible by using our
fingertips.
To deliver a personalised service in