Read the entire interview in our sustainability report
Rene Havaux: In turbulent times, clients crave a realistic but reassuring perspective so that they can face the temporary stress with confidence. The pandemic was therefore unintentionally a plea for discretionary wealth management. Our estate planning services also came into the limelight. People today want to be prepared for unexpected events. Our relationship managers are there for their clients when it matters most: at a wedding, a death, the transfer of a business.
Eric Lechien: The pandemic gave extra weight to the importance of our core mission, the protection of our clients' assets. In a time of extreme uncertainty, people look for something to hold on to. At such times, one question arises: who can I trust? Companies like Delen, which year after year have built a personal and lasting relationship with their customers, even across generations, have an edge. This is clearly visible in the inflow of capital. On top of that, customers gave us a very good satisfaction score.
René Havaux: René Havauw: I repeat it again and again: personal interaction, with customers or employees, gives energy. The bank is not an abstract entity, it is a collection of people. And it is the interaction that leads to a virtuous circle: happy employees create happy customers, and vice versa.
Eric Lechien: The bank reduces its CO2 emissions directly through various measures, such as the electrification of its fleet of vehicles. As from 2022, we use 100% green electricity in our own Belgian offices. It is important that we, as an organisation, measure CO2 and make efforts to reduce CO2 emissions. It's a matter of being consistent with what we impose on other companies as well. But the bank's biggest leverage is indirect, through investments in companies with low ESG risks and strong emissions reduction policies.