Appendices
HOW WE LISTEN TO OUR STAKEHOLDERS
Throughout the year, we use a variety of methods to interact with our diverse stakeholders to support strong relationships and ensure that our business activities align with their evolving needs. Communication channels we use to gather feedback and respond to our stakeholders, include:
Who we engage with
Examples of ways we engage
Clients
• Newsletters • Websites and online banking • Complaints management process • Social media
• Proactive outreach, including meetings, phone calls, and text and email correspondence • In-person interactions within our banking centres • Contact centres • Client surveys, panels and focus groups • CWB Expert Series events, which are interactive education sessions focused on topics that may impact our clients • Internal communication platforms, email and intranet • Annual, quarterly and ad hoc employee surveys • Virtual and interactive townhall meetings hosted by senior leaders • Focus groups, roundtable discussions and listening sessions • Culture Community, a volunteer employee group dedicated to sharing feedback on culture-related issues or opportunities • Annual Reports, Management Proxy Circulars, Annual Information Forms, quarterly reports, Sustainability Reports • Quarterly earnings conference calls and webcasts • News releases and website • Investor and industry conferences
Team members
• Ongoing team meetings • Ask an Executive portal, which provides an opportunity to ask our Executive team questions • Employee Represented Groups and hosted discussions
• Anonymous Ethics Hotline • Leadership conferences
Investors
• Investor surveys • Meetings with institutional investors, investment advisors, organizations representing groups of shareholders, and shareholders Please refer to our most recent Management Proxy Circular for a summary of shareholder engagement actions that senior management and the Board undertake throughout the year.
Community partners
• Activities related to donations, sponsorships and employee volunteerism • Social media engagement • Community investment web-page
Suppliers
• Procurement procedures • Third-party risk management program
Regulatory bodies
• Ongoing dialogue with regulators and policymakers • Participation in industry consultations and advisory groups • Regulatory submissions
84 2023 SUSTAINABILITY REPORT AND PUBLIC ACCOUNTABILITY STATEMENT
Powered by FlippingBook