Individual Approach and International Experience: How Credit Agricole Increases Loyalty of Premium Customers

New Voice, 27.01.2026

In 2025, Credit Agricole Ukraine managed to overcome the challenges of the fourth year of full-scale invasion and show a positive dynamic in the key markets for the bank. In particular, the increase could be seen in the loan portfolio, number of customers from the agriculture and automotive lending, as well as number of premium customers. Oleksandr Kurkin, member of Credit Agricole Ukraine Management Board, talks about the 2025 results and the bank’s plans for the future.

Oleksandr Kurkin, Board Member, Director of Proximity Banking and Network at Credit Agricole Bank.

What was this year like for Credit Agricole Ukraine, especially when compared to the previous harsh years of full-scale invasion?

Without a doubt, it was not an easy year. The macroeconomic situation is relatively stable: according to the results of 2025, the consumer inflation has dropped to 8%, international reserves increased by over 30% over the year, reaching record levels of USD 57.3 billion, while the foreign exchange market remained stable. Logistics continues to recover, positively influencing all businesses, including our customers. Unfortunately, the situation in the energy sector remains difficult. Regarding Credit Agricole, as of  October 2025, the loan portfolio has reached UAH 32.4 billion: the bank has shown considerable increase in the number of loans. Another important highlight is the recent appointment of Philippe Brassac to the position chairman of Supervisory Board of the bank in Ukraine. He previously headed Credit Agricole S.A. for 10 years.. When someone who has managed a group ranked TOP 10 globally makes a personal and professional decision to work in the Ukrainian market, it sends a powerful positive signal to the county’s economy and to Credit Agricole employees. In this way, the group confirms its intentions for long-term development in Ukraine.

We live in the dynamic times, when we have to constantly adapt to the new reality. What is happening with the bank’s strategy?

We have confirmed our current AIR 2028 strategy back in 2024. Our main goal is to invest in Ukraine’s recovery. Being the key player in this field is our group’s stance. I believe, this is a truly correct and relevant strategy, to which we have been adhering for 2 years, and which we plan to follow in the future by, obviously, adapting it to the environment.

What sectors of economy are the bank’s priority?

International group Credit Agricole was created 140 years ago in France through the agrarians’ support. So, the agricultural industry is strategic for both the group and the bank in Ukraine. We provide services to 2,650 agro companies of different sizes: from large corporate customers to small farms. Overall, from the start of the full-scale invasion, the bank provided UAH 7 billion as part of “Affordable Loan 5-7-9%” program and UAH 2.2 billion within the State Guarantee Program to the agribusinesses. Another strategically important industry is automotive lending, in which we have been taking leading positions for many consecutive years. Currently, it’s around 25% of the market. All in all, over 17 years of operating in the market, we have provided financing to 83,000 customers.

It is significant that the bank was recognized as the leader in the two nominations, automotive lending and agriculture loans, in the “25 Leading Banks 2025” annual research.

The third key industry is IT, where we offer a complex solution, Code of Trust, and modern digital solutions. Of course, we are investing in the restoring of energy sector, as it is extremely important for Ukraine. We also support people and communities. As part of the “We Care!” corporate social responsibility program, we purchase all of the necessary equipment for hospitals. We also allocated UAH 190 million to charity from the start of the full-scale invasion.

If you had to name one thing that makes the bank special, what would it be? 

It’s the combination of stability and international experience with the modern solutions. Many of our customers have been working with us for years, even generations, coming to us on recommendations of acquaintances. For them the impeccable reputation is key. At the same time, we invest in the development of digital channels and products. In particular, we recently launched an online credit card, and we also have separate banking applications for private individuals and businesses. The mix of international experience, individual approach, and modern remote services is especially important for the users of premium banking.

It seems that many banks have recently updated their premium programs to attract more customers. What are the reasons for such dynamics? 

In my opinion, Ukrainians are very active and efficient. We have many examples of building cool and successful businesses. It is growth in tough conditions, even during war. I’m not sure that there is someone out there who could do the same thing the Ukrainian businesses do. Accordingly, even in spite of everything, the number of customers who have the ability and the desire to become premium grows, together with their incomes.

What is the dynamic in your bank’s premium segment?

In 2025, the number of premium customers increased by 25%.

Where does Credit Agricole find premium customers? Do you “grow” them within the bank from among regular customers, or do you attract them from the market?

Many customers work with the bank for years, we know generations of their family, their children have grown up, we know the entire history of the customer’s development. This is what we call “family banking”: for the customers, it is very convenient, when one portfolio manager provides services for the whole family. So yes, many customers grow within our bank, together with our bank. On the other hand, we also attract new customers, including premium ones.

In what way?

We offer impeccable service conditions. Often, the customer’s satisfaction level depends on the professionalism of our managers. This is the place, where I’m delighted to note that 40% of premium customers remain with us for over 5 years.

We want the customers who don’t yet know the advantages of premium products to experience them specifically at Credit Agricole.

Oleksandr Kurkin, Board Member, Director of Proximity Banking and Network at Credit Agricole Bank.

What exactly in Credit Agricole premium programs can attract the potential customer? 

We have two premium packages: La Force and Sommelier. As part of the premium packages, customers receive favorable deposit conditions, personal safety deposit boxes, free SWIFT transactions, insurance policy, as well as free usage of multiple services of the customer’s choice: from safety deposit box rental to financial risk insurance. In particular, the Sommelier package includes Mastercard World Elite in UAH, USD, and EUR with free of charge cash withdrawal abroad and an increased credit limit of UAH 500,000. It opens access to lounge zones in hundreds of airports through the LoungeKey program, as well as 25% off at the restaurants, car rental programs with bonuses, insurance policy with global coverage, and 24/7 concierge service. Apart from the direct banking advantages, the Sommelier package holders are invited to the private wine tasting and events that form the lifestyle atmosphere of the brand.

What are the strongest qualities of Credit Agricole premium programs? 

In the first place, it is about individual approach and engagement of our professionals. People who work in premium banking are the foundation of developing the business in general. We consistently monitor the Client Recommendation Index, which is the result of surveying customers by an external company to determine their level of satisfaction by the services and awareness of the bank’s products, as well as to find out things that can be improved. In each of these surveys, we receive a confirmation that our strongest quality is our employees, our people.

Credit Agricole is an international bank. How does it benefit your premium customers?

It’s true, Credit Agricole operates in 46 countries around the world. One of our strengths is that we offer expertise not only in Ukraine, but also abroad, regarding specific investment products. After all, premium customers often face the task not only and not so much of daily banking services, but of deciding how to manage their available funds more effectively and where to invest them. They are interested in private capital management, and we can offer this. We have established relationships with group members in other countries, so  If they need support, we can assist them with their procedures in connection with the various Crédit Agricole Group entities. Credit Agricole offers premium customers a combination of professional expertise in capital management, international experience, and the stability of one of the ten largest banking groups in the world.