Lyreco Sustainable Development Report 2019

NEW CSR STRATEGY

ECONOMICS 2019 • HIGHLIGHTS

CUSTOMER- CENTRICITY & TRANSPARENCY — Our business model is based on: • A deep understanding of our cus- tomers expectations • A transparent business model that integrates corporate social responsa- bility into all Lyreco activities Customer satisfaction is the first priority identified by both our internal and external stakeholders in the Lyreco Materiality Matrix. The core principle of this programme is a deep customer-centric approach that prioritises a merger of the best of human talent and commitment with the best-in- class digital solutions.

#FRICTIONLESS SUPPLIES: 24H TO REINVENT REPLENISHMENT — 1st Lyreco Hackathon, December 2018, Paris In December 2018, Lyreco organised an Hackathon gathering 12 European start- ups. The challenge posed to participants was to reinvent replenishment using predictive data, IoT and image recognition. NumeriCube, a French start-up was awarded for its stock management system using Artificial Intelligence. A Proof of Concept is now in development at a Lyreco customer in Poland.

E-COMMERCE & CONTENT

CUSTOMER SERVICE

DELIVERY PEOPLE

BUILDING AN OMNICHANNEL CUSTOMER EXPERIENCE

EDI & DEMATERIALISATION

SALES PEOPLE

CUSTOMISED CAMPAIGNS

Pierre-Julien Grizel, CTO NumeriCube with the Lyreco Innovation Team ©BeMyApps

INNOVATION to develop new products and services in partnership with start-ups and investment funds.

PROXIMITY AND COMMITMENT of our local sales, customer care, logistics and delivery teams in the 25 countries in which we operate, supported by more efficient process, digital solutions, training and incentives.

BEST OF BREED TECH SOLUTIONS such as a modernised webshop, new digital tools aimed at supporting our teams to better understand customer needs

THE RESULT IS A TRUE SEAMLESS, OMNICHANNEL AND “PHYGITAL” CUSTOMER JOURNEY BASED ON THE CONVERGENCE OF CUSTOMER DATA.

45 • CORPORATE SUSTAINABILITY REPORT 2019