05

Value creation model

Business model [PAGE 134 ] Retail Banking: personal, premier and business [P AGE 135 ] Private Banking [PAGE 144 ] Business Banking [PAGE 147] DayOne [PAGE 151 ] Corporate & Institutional Banking [PAGE 153] Distribution model [PAGE 156 ] Technology and digitalisation [PAGE 164] Technological infrastructure [PAGE 165] Implementation of new technologies [PAGE 169] Memberships and alliances [PAGE 170 ]

Business model

Based on our strengths

	Benchmark bank in Spain and Portugal
	Broad customer base and universal banking model
	Multi-channel distribution model
	Knowledge of the customer: details and analytical skills
	Robust insurance subsidiaries and long-term savings management
	High financial soundness
	Benchmark in sustainable banking
	Excellent human team

1 Personal customers who have carried out one or more login operations in Now, imagin or other CaixaBank apps (Pay, Sign) in the last 6 months.

With specialised management

Retail Banking	● ● ● ●		Private Banking	● ●
15.3 M Customers Personal Banking			0.3 M Customers
2.8 M Customers Premier Banking
1.6 M Customers Businesses and other
Business Banking
	● ●		CIB	● ●
0.3 M Customers			0.03 M Customers

20.3 M

Customers

Customers in Spain and Portugal

Distribution channels prividing access to customers in the segment ● ●● ●

Remote distribution channels

	● Branches		● CaixaBankNow
	3,825 branches in Spain and 303 in Portugal		12.1 M1 customers with use of digital service channels in Spain and 1 M in Portugal
	● Connecta		● Imagin
	3.1 M customers with remote manager in Spain and 0.2 M in Portugal		3.6 M digital customers seeking neobank experience ( Spain )

Wide range of financial and insurance

products and services

	Adapted to the needs of customers and integrating sustainable criteria
		Day-to-day solutions
		Payment methods
		Saving and investment products
		Financing
		Insurance (Life, life-risk and non-life)

Retail Banking: personal, premier and business

Retail Banking's value proposition is based on an offer:

Innovative, personalised and unique

Each customer profile is offered the best solution, adapted to their needs, and

through strategic agreements with other leading companies in their segments.

Omnichannel

We are committed to a relationship model where customers can choose how

they want to relate to us, with digital and remote tools and a wide branch

network.

Concentrating on the customer needs

> Day to Day: making the customer's day-to-day life easier by offering our services quickly and easily at anytime and anywhere.

> Financing: making financing easier for customers to help their current and future dreams and projects become reality.

> Protection: being by our customers' side to take care of what is important to them and help them protect it.

> Customer funds: helping our customers plan their savings and face their future with total security.

ä See section "Customer Experience"

Improvement of digital and remote relationship

models

Different omniexperience tools are offered to make the manager/customer

relationship easier:

My Manager is the digital connection space between the adviser and the customer.		Confirmed appointment to hold interviews with managers.
4.6 M		14.0 M	365,929
Customers who have used My adviser		Scheduled appointments	Logs for the button "I am here now"
The Meeter app automatically notifies the manager that their customer has arrived at the branch.
0.9 M
Customers registered in the Meeter app
The Wall, in our online banking as an agile and secure means of communication.
2.9 M		0.3 M
Customers who use the Wall		WhatsApp Wall registration
WhatsApp Wall, a communication channel that facilitates the Manager- Customer relationship.
7.2 M		72.7%
WhatsApp Wall messages sent		From customers

Personal Banking

Individual customers with a position of up to €60,000

In 2024, Personal Banking has made a special effort to attract customers ,

reaching 13.6 million in Spain, with a significant increase in the number of digital

customers, thanks to providing the best offer through:

> The CaixaBank account (Day to Day).

> The imagin value proposition.

> The offer for customers with a salary (36.1% share for direct salary deposits).

Milestones of 2024

Protection

> Launch of MyBox Vida Care, the first life and health insurance to cover

needs (lack of autonomy) caused by neurodegenerative diseases.

> Launch of the MyBox Tranquilidad Sénior, which aims to offer peace of mind

to the senior segment, with indemnity guarantees for accidents, as well as

assistance and accompaniment cover, to protect the customer at all times.

              ä  See section “Assistance to the Senior Group”

> 1 M		→ Comprehensive and competitive protection solutions. → Flat monthly rate. → Fixed fee for 3 years. → Exclusive coverage.
policies sold by MyBox in 2024

Mortgages

> Enhancing the mortgage sector with a 53% increase from the prior year,

introducing specialized offerings like the Efficient Mortgage and the

Evolution Mortgage. There's a strong focus on digital channels, providing

online pricing and tools that enhance branch autonomy in decision-making.

> Expanding mortgage offerings by partnering with Autonomous

Communities and ICO to provide mortgages tailored for young people.

Consumption

> Commitment to sustainability, with the consolidation and extension of the

Solar Panels financing offer for single-family homes, businesses, the self-

employed and micro-companies.

> Mobility: Continued offer of leasing and financing of used vehicles,

enhancing the offer for sustainable vehicles. By the close of 2024, there

were 9,049 leases for sustainable vehicles (electric and plug-in hybrid),

accounting for 38.4% of all leasing transactions. The financing of used

vehicles has increased by 120 % to 12,939 operations.

> Home Financing: efforts are focused on encouraging home renovations

with loans for refurbishment and financing options for Facilitea Hogar

products, which include updating electrical appliances, osmosis systems,

furniture, and more.

Main indicators

13.3 M	71.8%
Linked customers* .                                 12.4 M in 2023	Linked individual customers (individuals) 8.1 71.5% in 2023
* All segments.
78.2%
Customers with assigned adviser. 79.0% in 2023

Business in Portugal - BPI Personal Banking

Personal Banking offers all channels (physical and

digital) to its customers with the aim of meeting their

needs and providing the best customer experience.

Milestones of 2024

> Introduction of the BPI Enjoy marketplace, enabling customers to buy

products and services with credit options.

> Enhancement of the online account opening experience with a self-video

verification process.

> Introduction of the Quatru platform, designed to streamline the home

purchasing journey, encompassing home loan processes, and making the

entire home buying experience more efficient.

Best Bank in Portugal

2024

Best Private Domestic Bank

in Portugal 2024

(

Specialised value proposals

CaixaBank offers tailored value propositions to meet the specific needs of its

customers, enhancing their experience, particularly through AgroBank and

HolaBank.

It's aim is to bolster rural areas and drive the transformation of

Spain's agri-food industry.

AgroBank's offering targets personal, business, corporate, and

private banking clients and rests on three foundational pillars:

1. Financial: providing the most extensive assortment of products and services

tailored for the agri-food sector, with specialised teams and dedicated

offices. 

2. Social: implementing initiatives that support entrepreneurship, particularly

aiding young people and women, to promote job creation, generational

succession, and financial inclusion in rural communities.

3. Innovation: advancing the digital transformation of the agri-food sector and

pursuing innovative solutions to address significant industry challenges.

491,491	1,141	€33,548 M
Customers 463,203 in 2023	Branches specialised in the agri-food sector	Of new financing production for customers in the segment €28,441 M in 2023

AgroBank is committed to promoting sustainability.

For this reason, it offers its customers a series of products designed to

accompany them in the decarbonisation of the sector, for which it has loans such

as the Ecological Transition Agroinvestment, the financing of Solar Panels

for the transition to the use of renewable energies and the Woody

Agroinvestment that allows the planting of new crops that help with carbon

fixing with large gaps necessary for their implementation.

Furthermore, in partnership with MicroBank, new financial products have been

introduced to support business initiatives and facilitate generational

transition in agriculture.

Milestones of 2024

> Efforts to foster innovation and digitalisation

in the agri-food sector:

> The second run of ‘AgroBank Tech Digital

INNovation’, an accelerator program that

connects the industry with top-tier tech

solutions, attracting 217 start-up

participants.

> Establishment of the AgroBank HUB,

aimed at driving innovation within the agri-

food industry. It is an ecosystem that seeks

to transform the way in which the

customers and non-customers interact with

the sector, as well as to become a meeting

point and a benchmark for all players at a

national level. It operates through four

specialised areas: News: providing reliable

and verified services to the country's

agricultural sector; Solutions: an

environment for optimum decision making

via tools and simulators; Marketplace: an

ecosystem designed to revolutionize how

customers interact with sector companies

and the bank itself; Community : to foster

innovation within the agricultural sector

and serve as a benchmark.

> Efforts to enhance diversity and bolster the

role of women in rural settings, with a particular

emphasis on entrepreneurship, are centered

around three key areas: Training,

empowerment, and visibility:

> Launch of the second edition of "Crecemos

juntas - Proyecto Mentoras Rurales" (We

grow together-Rural Mentors Project), a

professional mentoring programme to

professionalise and support projects of

women entrepreneurs in rural areas.

> Microcredits programme for

entrepreneurship projects of rural

women with MicroBank.

> AgroBank Chair at the University of

Lleida, offering an award for the top

Master's Thesis by a student focusing on

topics related to Quality or Innovation in

the agriculture or food industries.

> AgroBank Chair “Women, Business and

Rural Environment” in collaboration with

the University of Castilla La Mancha, is

carrying out research activities in the area

of gender and rural areas; training

programmes aimed at women launching

entrepreneurial initiatives; meetings and

events to raise awareness on issues related

to gender equality.

> Strategic partnerships with the Ministry

of Agriculture, Fisheries and Food,

alongside business and women's

organisations like AFAMMER, FADEMUR,

and AMCAE.

> AgroBank is also committed to promoting

generational renewal through initiatives like:

> Agro Promotion: Initiative developed

together with the Basque Culinary Center,

aimed at raising awareness among young

people in the Spanish agro-food sector,

who through their work and projects are

transforming the sector.

> Academically, AgroBank has undertaken

several initiatives, including:

> the AgroBank Chair in partnership with

the University of Lleida. This collaboration

has focused on disseminating scientific and

technical knowledge within the sector via

events like conferences and awards, such

as the Best Doctoral Thesis Prize, which

acknowledges outstanding research in

agriculture, livestock, or food, and

Knowledge Transfer Grants for the agri-

food industry.

> The relationship with CaixaBank Dualiza

is strengthened with the aim of uniting

training and agriculture, and preparing

future professionals in the sector through

vocational training. Preparation of the

report “Training Needs in Agrifood

Vocational Education & Training”, which

includes the training needs of the agri-food

sector.

> Release of the Agri-Food Sector Report, co-

authored with CaixaBank Research, which

analyses key economic indicators and

future prospects for the industry.

> The 17th edition of the Emprendedores XXI

Awards featured the Semilla XXI category,

spotlighting the top Startup addressing agri-

food sector challenges.

> Numerous events were held to foster a

positive impact on producers, businesses, and

consumers, and to support rural life in all its

dimensions, including:

> AgroBank Seminars dealing with

important topics such as the efficient use of

water, innovation and digital

transformation across the entire agri-food

chain, and the key elements of

sustainability, among others.

> Presence at the leading Industry Fairs,

which in 2024 brought together more than

467,200 visitors, companies and

professionals from the agricultural and

fishing sectors.

HolaBank is CaixaBank's specialised programme aimed at

international customers who spend long periods of time in Spain or

who want to settle here.

HolaBank's value proposition consists of accompanying the international

customer from their arrival in Spain and throughout their stay , offering

comprehensive financial services that respond to their needs and make their

day-to-day life as easy as possible.

HolaBank has a wide network of more than 350 specialised branches located in

the main tourist areas and with employees specialising in international

customers.

Milestones 2024

CaixaBank also engages in international real estate expos to showcase its

offerings to those interested in purchasing a vacation home in Spain, including

expatriates and digital nomads. These events serve as platforms to introduce

digital tools for remote account opening and mortgage applications for non-

residents. 

	350                                                                                      HolaBank Branches
	24/7                                                                                    Online Banking in more than 20 languages
	Specialised English telephone service
	€5,004 M                                                       HolaBank customer mortgage portfolio

The HolaBank Account includes a package of financial services

specifically designed for the international customer, as well

as access to the HolaBank Club, which includes a range of

free benefits and services, exclusive to account holders.

Premier Banking

Individual customers with balances from

€60,000 to €500,000 or paychecks over

€4,000.

CaixaBank Premier Banking's value proposition

consists of creating a relationship of trust with the

customer to choose the Bank as their main financial

provider.

This is an omnichannel and innovative offer,

focused on the Premier Manager who

accompanies and advises by offering solutions

suited to the customers' needs.

The main lines of business are as follows: evolving

the value proposition, as well as adapting the

advisory work to the new economic environment

without forgetting the leading role of the personal

manager in relation to the premier customer.

Milestones 2024

> Boost sustainable business. CaixaBank fosters

sustainability in all areas of its business,

highlighting the value proposal of Premier

Banking:

> Assessing customer preferences in

terms of sustainability as a key variable

for advice.

> Promoting the ongoing training of

Premier Managers and new joiners, to

obtain the Sustainable Investment

Certification.

> Promoting the financing of solar panels

and the acquisition of electric vehicles

by helping people to generate their own

energy and promoting sustainable mobility

ä  See section “Sustainable Business”

> Innovation in the service. CaixaBank is

enhancing its Premier business offerings with:

> The launch of Delegated Management

Portfolio - SUV Portfolios.  Introduced as

the first of its kind, these portfolios invest

in international securities known for

outperforming the market average in

recent years, with a focus on direct

dividend payouts to shareholders.

> The new MyCard Premier: A new debit

card designed for customers who prefer

debit over credit options.

> Preparation of material information on

markets. Offering customers audio

communications, a market flash podcast and

notes, so that Premier customers are up to date

with the market situation and the Bank's

investment guidelines.

> Awareness Talks. Specific talks have been held

for Premier customers in all the territories,

including new topics such as:

> Talks to raise awareness about life

insurance and protection. These are

intended to help Premier customers reflect

on how to protect the essential elements of

their life.

> Talks with experts to raise awareness of

the importance of saving and help

customers to anticipate their main

concerns about retirement.

Main indicators

	76.6%		85
	NPS Premier		Premier Store Centres
	3,556		603,258
	Specialised advisers		Advisory customers

Business in Portugal - BPI Premier

Banking

Milestones 2024

> The launch of a new product range, including

structured products, structured deposits, and

capitalisation insurance.

> Broadening its retirement savings options with

the BPI Rendimento 2030 plan.

> Offering “Pensar o Futuro” (Think about the

Future) educational sessions for customers,

emphasising investment funds and the BPI

Valor Futuro savings insurance.

> Improved consultancy service.

Businesses

         

Includes the self-employed, professionals and shops. It integrates all the solutions they need in their day-to-day operations -financing their

business, protection and security- and planning their future.

We are committed to the consolidation of the specialist model , to be close to

the customers, through 70 Business Store branches, exclusive branches for

business customers and around 2,500 Business Managers.

The focus of the business activity has been on attracting new customers, as

well as continuing to improve customer advisory services, covering its main

experiences: in their day-to-day operations, in financing their projects and

investments, in protecting their businesses and in their future forecasts.

Positioning with a differential offer aimed at groups that demand

personalised attention due to their specific needs: Food & Drinks,

Pharma and Feel Good, which covers all sectors related to the

wellbeing of families and homeowners' associations.

Milestones of 2024

> Implementing a specialised advisory service for Homeowners'

Associations (HCA) and Property Managers (APM), providing unique

financial solutions aimed at enhancing energy efficiency.

> Integrating self-employed individuals and liberal professionals into

CaixaBank's Día a Día programme.

> Update of the financing catalogue to better adapt it to the needs of

business customers with specific lines for innovation, entrepreneurship,

sustainable products and support for digitisation, which has involved a 40%

increase in financing for business.

> Introducing the exclusive MyBox Self-Employed Retirement solution,

which includes three distinct products: an ATA pension plan, unit-linked

insurance, and life insurance to help achieve a target retirement capital

through a regular savings plan.

> Presence as the main sponsor and sponsor at key sector-specific

events, including: ATA Forum (for the self-employed), Madrid Fusión, Horeca

Professional Expo (HIP), and Alimentaria (catering and food sector), National

Sustainable Pharmaceutical Congress, Infarma, ODS Awards (pharmaceutical

sector), and Avepa (largest international veterinary fair).

> Consolidating the CaixaBank Self-Employed Professional Woman Award

as a national benchmark in its sixth edition, with more than 380 candidates

submitting, in recognition of the contribution to society made by self-

employed women.

> Throughout the year, Specific Talks were held with customers, where the

main market trends were reviewed from the hand of leading figures in each

sector.

> Launch of the POS smartphone application, which allows contactless

payments to be accepted from your mobile phone, without the need for a

dataphone.

> Incorporation of new features in Android POS terminals, with a

Marketplace of differential apps: loyalty building, social commerce,

employee management and POS Tablet focused on the food&drink and

FeeelGood market verticals.  Attracting 54,000 new business customers with

the MyCommerce flat rate promotion and launch of the new

MyCommerce+ rate for high-invoicing customers.

Main indicators

		45.2 %                 Penetration in self-employed 44.1% in 2023		32.5% Business section share 31.3% in 2023		70 Store Business Centres                    67 in 2023		2,423 Business advisors 1                       2,427 in 2023
		224,955 Customers in Communities Food&Drinks, Feel Good and Pharma 221,099 in 2023

                                                                                                           

Business in Portugal – BPI Businesses 

Milestones 2024

> Launch of the new terminal Smart POS terminals. With the

BPlSmartPOS: A new generation device that enables customers to integrate

and utilize various commercial applications directly on the terminal, and

BPlMobilePOS: A virtual terminal app for customers' mobile phones,

leveraging NFC technology to conduct secure transactions, mimicking the

functionality of a physical POS.

> Adoption of the new SPIN and COP transfer services.

> Launch of Pulsoo App designed to simplify financial management for small

businesses.

1 In 2023, the SME business will be incorporated into the Company Banking segment.

Private Banking

Individual customers with a net worth of more than €500,000 and

potential.

Private Banking account has specialised teams, 1,146 Private Banking and Wealth

accredited professionals with an average of 15 years' experience, and 87

exclusive centres that ensure customers always receive a friendly and personal

service. The service concentrates on advisory services, particularly in the savings

and investment sectors. Different service models are offered to customers, from

traditional financial advice to independent advice and broker services.

All Private Banking customers are assigned a single Private Banking advisor, who

is responsible for their management.

Specialist proposals are offered in independent advice:

> Independent Advisory: value proposition for customers between €1 and €4

million, with specialised managers in the Private Banking centres.

> Wealth: value proposition for customers over €4 million, with 11 exclusive

Wealth centres.

CaixaBank Wealth Management Luxembourg is part of the Group, the first

bank in Luxembourg to provide exclusively independent advisory services.

CaixaBank also has OpenWealth, the first bank in Spain to offer its Ultra High

Net Worth (UHNW) customers a multi-family office service, regardless of where

the customer has their assets.

Private Banking value propositions dedicated

to groups that, by their nature, share the same asset

management needs and objectives.

Milestones of 2024

> Introduction of GPS, an innovative private banking advisory platform that

integrates Aladdin Wealth with CaixaBank's technological advancements. 

This platform significantly enhances advisory services by analysing customer

portfolios.

> Utilising the new GPS platform, we have launched the Advisory GPS service,

to provide swift, dynamic, and personalized advice, perfectly aligned with the

insights from the Investment Strategy team.

> The company provides the market's most extensive and comprehensive

range of delegated portfolio management services, overseeing €33,628 M

in assets.This year, the service expanded with the addition of SUV Quality, a

new delegated securities management option.

> Specific studies have been conducted to improve the customer

experience, involving targeted groups through personal interviews to

gather customer feedback. This year, these studies included customers from

the Luxembourg branch and those using the Independent Advisory service.

> For the first year of a customer's relationship with the bank, there is a

structured program of engagements via various digital channels (email, app,

etc.) in multiple formats (newsletters, videos, etc.) to familiarise them with

the Private Banking value proposition.

Broad recognition during 2024

Main Indicators

	97.3%			89.5%
	NPS Private Banking Branch			Advisory customers.                89.8% in 2023

	€152,991 M			€33,628 M
	In assets and securities under management.                                +12% compared to 2023			In discretionary management of portfolios.                                       +21% compared to 2023

	€26,892 M			€19,807 M
	Spain wealth balances.                     +18% compared to 2023			Independent Advisory Spain balances.             €14,145 M 2023

Sustainable investment and philanthropy

CaixaBank customers have concerns and interests that go

beyond what is strictly financial. CaixaBank is a pioneer in

having specialised units that offer its Private Banking customers

a comprehensive solution that responds to their needs with

regard to philanthropy and responsible and impactful

investment. To do this, it takes action in the following areas:

1. Sustainable and Impact Investment

In 2024, our Private Banking division has revised its entire sustainability.

Among others, the Sustainable Darwin Project was launched, whose objective is

to strengthen the commercial skills training of Premier and Private Banking

managers, to effectively deploy responsible advice, derived from the change in

the suitability test in relation to sustainability preferences. The discourse was

strengthened with workshops at all centres, in which Premier and Private

Banking managers took part.

Project carried out in Premier and Private Banking.

2. Charitable causes

CaixaBank provides its customers with permanent charitable projects.

	€1.3 M collected
	for different social causes
	→ #Ningúnhogarsinalimentos.
	→ Research against the cancer.
	→ Child vaccination (GAVI).
	→ Child poverty ( Save the children ).
	→ FetaLife.

In 2024, a groundbreaking initiative called FetaLife

was introduced, functioning as a liquid incubator for

foetal life support, akin to an artificial placenta. This

project, recognised for its significant scientific,

medical, and social implications, has been chosen by the

Philanthropy Service as one of the most innovative and

distinctive research endeavors currently possible in the field of

medicine.

3. Recognition dissemination and outreach

CaixaBank organises dissemination and training events led by specialists in

different fields:

> Seventh edition of the Private Banking Charity Awards: granted annually

with the aim of highlighting the philanthropic projects carried out by

CaixaBank customers. In 2024, 210 candidates working in areas such as

research, education, integration of vulnerable groups and promotion of

culture.

      4. Personalised advice on philanthropy

CaixaBank helps to craft the best philanthropic strategy for its customers,

taking into account their concerns, goals and resources1, to achieve the

greatest impact at each stage of their engagement. Based on an analysis of

personal characteristics, an action plan is created with the customer based on

identifyinggood practices and benchmarks, establishing priorities, allocating the

necessary resources and forming part of an ecosystem of philanthropic projects

designed to generate synergies.

	78
	Customers that have received personalised advice on philanthropy

Business in Portugal - BPI Private Banking

Milestones 2024

> In 2024, there was a broad increase in business, marked by more clients

and greater assets under management when compared to the previous

year.

> The core of private banking has solidified around advisory services, with a

particular emphasis on the Wealth service.

> An increase of €400 M in portfolio diversification, achieved despite

competitive pressures from savings certificates and the allure of term

deposits.

> International acclaim for technological innovation, advisory excellence,

and wealth management, highlighting service differentiation and business

model uniqueness.

> Introduction of the Mentors Programme, targeting young heirs to build a

closer relationship with the BPI brand.

BPI Private Banking was honored with five

awards at the Euromoney Global Private

Banking Awards 2024, including 'Best Private

Bank in Portugal 2024' and 'Best Private Bank for

Sustainability in Portugal'.

1 https://www.caixabank.com/es/sostenibilidad/practicas-responsables/valor-social-banca-privada.html

Business Banking

Business customers up to €500 M in turnover

CaixaBank Business has an exclusive model for looking after companies,

having consolidated its position as the benchmark bank for this segment.

The advanced level of expertise within our teams enables thorough customer

management, providing tailored products and services for businesses through

our value proposition.

CaixaBank Business offers innovative solutions and specialised services in 226

centres distributed throughout Spain, with more than 2,200 professionals

providing advanced advice.

We have exclusive centres depending on the sector or type of company, in order

to adapt our services and products to the needs of our customers as much as

possible:

> Company Centres: look after legal entities with a turnover of between €2

and €500 million and have specialised teams to give the best advice.

> SME Store Centres: manage legal persons who invoice less than €2 million

with exclusive and personal attention from specialists who respond to their

needs.

> Real Estate Business Centres: offer real estate developers a broad range of

products, tools and specialists for their real estate projects, both for sale and

rental.

> DayOne Centres: specialised in providing service to start-ups, scale-ups and

their investors, getting closer to their concerns, dynamics, needs and speed

of development.

The increase in market share together with the financing for sustainable

operations and projects has also been and will be one of the priorities of the

segment to support the sustainable growth of companies. Similarly, the

incorporation of sustainability into our commercial portfolio allows customers to

be offered philanthropy programmes that have a strong social impact.

äSee the contribution to the mobilisation of sustainable finance in the "Sustainable

Business" section

Main Indicators

	€64,368 M			226 Centres1
	→ in investment			exclusively dedicated to provide service to companies and SMEs more than 2,200 professionals

Leaders

	36.3% Received			33.6% Issued			24.9%
	Share of international guarantees in Spain						Factoring and confirming (reverse factoring)

SMEs

	596
	SME segment managers 586 in 2023

1 Includes 153 business centres and 73 SME stores

Milestones of 2024

> Partnership agreement with CEOE to make available to member

companies a €40 billion financing line over the 2024-2025 period.

> Introduction of a new suite of digital products including online pre-

approved loans for businesses.

> Launch of the new ‘Request to Pay’ service, that enables sending payment

requests for collecting direct debit bills.

> Enhanced activation and registration process for legal entities, making

the signing procedure more efficient for users.

> Renewal of the partnership with the Spanish Confederation of Hotels

and Tourist Accommodation (CEHAT).

> A new online registration process has been introduced for non-customer

legal entities .

> ‘My Business Customers’: Introduction of a new commercial management

area and the Business Banking Service model to boost commercial

efficiency.

Sustainability

In sustainability commitment, establishment of a 14 member sustainability

team within the Global Financing Solutions of Corporate Banking, with

representatives across all Regional Divisions. This team is committed to

providing comprehensive, personalised support to businesses transitioning

to a more sustainable and decarbonised industrial model.

Financing for companies

Pre-approved in SMEs Store branch: system-calculated pre-approved credit

limits based on a company's credit rating facilitate immediate access to both

short-term and long-term asset products. In 2024, 9,617 pre-approved contracts

were finalised, amounting to €329 M in SMEs Store branch.

Customer Pre-classification in Business Centers: now they can pre-classify

customers or groups, setting a risk limit that lasts for one year across various

working capital and investment products, allowing for quick response to

customer needs.

We have retained and consolidated our market leadership in Transaction

Banking.

Commercial Credit and Leasing have been key growth drivers in Business

Banking Investment, showing year-on-year increases of 4% and 13% respectively.

Leaders in Factoring and Confirming, holding a 24.86% market share in

December 2024.

The Company remains a benchmark in Foreign Trade, supporting companies in

their internationalisation and participating in leading events and forums.

Dominant in both received and issued international guarantees, with market

shares of 36.3% and 33.6% respectively.

Guarantee investment performance is remarkable, with growth of over 9%, a

6% increase in national guarantees and 14% in international guarantees.

Leadership in collections and payments, being the first national entity to

introduce the Request To Pay service, and holding a leading position in issued

immediate transfers with a 26.5% market share.

In the Treasury Management area, the income from hedging currencies and

commodities has been diversified and doubled, helping its customers to have

their costs controlled at times of high market uncertainty.

CaixaBank is broadening its specialized services for tech firms by introducing a

Venture Debt fund, initially endowed with €150 million, to support the

expansion of scale-ups and well-established technology startups in Spain and

Portugal

	Continuous promotion of collaboration with Fundación "la Caixa" programmes, as part of the corporate responsibility of companies.
	In the 2008 - 2024 period
	GAVI			INCORPORA
	Child vaccination programme			Jobs for people in vulnerable situations
	5,500 companies already participating in the programme			165 companies contacted and derived in 2024

Business in Portugal – BPI Business Banking

Business banking is based on a close relationship

with companies, which is why a specialised network

adapted to the customers' needs has been made

available to them.

Milestones 2024

> Renewal of the quality certification for the service offered by Corporate

Banking, awarded by AENOR.

> Expansion of support options for companies including the BPF InvestEU

Line, the BPI Public Support Line, and the Cuentas Valor Empresas and

Empresas+ accounts.

> 3rd edition of “Acelerador de Sustentabilidade”. With the aim of

supporting the sustainable transition of companies. Additionally, training

workshops have been organised where businesses can share experiences,

facilitated by experts.

> “BPI forum: O futuro da Água”. An initiative that seeks to address the main

challenges, priorities and good practices associated with sustainable water

supply and consumption.

> An initiative designed to help small and medium-sized enterprises

optimise their energy. It aims to support companies in optimising their

energy resources, increasing their competitiveness and fostering a greener,

more sustainable future.

> The program includes hosting various talks and webinars, featuring

partnerships with Grace, ADENE, and Biosphere — organisations focused on

promoting corporate social responsibility and sustainability in Portugal.

Additionally, a discussion group has been established to explore the theme

'Innovation as a condition for sustainability'.

> Innovation support. Banco BPI promotes innovation through the

endorsement of the COTEC Innovative Statute, organising events like the

Business Innovation Meeting, and recognising achievements with awards

such as the COTEC BPI SME Innovation Award, National Innovation Award,

Emprende XXI Awards, National Tourism Award, National Agriculture Award,

and BPI Woman Entrepreneur Award.

> Sustainability training. A training project for the entire commercial

network. As part of the project, a comprehensive analysis of Banco BPI's

sustainable product offerings has been conducted.

Specialised value proposals

Business Banking has specialised value proposals that are adapted to the specific needs of customers, with the aim of offering the best

experience.

CaixaBank Hotels & Tourism currently has a portfolio of total loans to the

tourism sector of €8.3 billion and early 12,500 customers. It is positioned as a

benchmark for this business segment. By specialising in the tourism sector,

CaixaBank is able to detect and adapt quickly to meet their needs, and support

this kind of enterprise with the bespoke service they require through a team of

upwards of 40 professionals specialising in the hotel market and the bank's more

than 2,200 advisers, who are experts in business consultancy.

Milestones of 2024

> CaixaBank has been present at the main events and tourist forums in Spain

and its regions, supporting and driving the sector.

> There has been a significant push in the SME sector, with extensive meetings

with hoteliers across the country leading to substantial growth in

production.

> The Bank's commitment to promoting sustainable production remains

unchanged. A total credit allocation exceeding €4 billion, with €1 billion

specifically designated for sustainable credit in this sector in 2024.

äSee section "Sustainable Business"

CaixaBank Real Estate & Homes is the CaixaBank brand created to promote the

Company's specialisation in thereal estate development sector and consolidate

the service it provides to companies in this sector. Under this brand, CaixaBank

finances the construction of residential developments for sale or rent and

supports the developer throughout the construction process from the start of

the work until the homes are delivered to buyers, who are able to finance the

properties through the subrogation of the developer loan.

CaixaBank Real Estate & Homes provides coverage throughout Spain through a

network of centres specialized in real estate business (Real Estate Business

Centres) and more than 160 professionals. The team's expertise enables it to

serve as the full-service financial provider for its customers, offering appropriate

products and services throughout all stages of their business activities.

Milestones of 2024

> In 2024, financing for green and social projects surpassed €1,000 million,

underlining Real Estate & Homes' dedication to sustainable practices.

> In 2024, Real Estate & Homes was actively involved in 28 events across 19

different locations, engaging with over 15,000 industry professionals.

äSee section "Sustainable Business"

Milestones of 2024

-

DayOne is a new concept in specialised

banking to support the entire innovation

ecosystem , including technology-based

companies (start-ups, scale-ups, etc.),

investors and ecosystem agents, with activity in Spain and with high

growth potential.

The Entity has over 35 specialised professionals across Spain, operating from key

cities like Barcelona, Madrid, Valencia, Bilbao, Málaga, and Zaragoza, where they

serve as hubs connecting talent with capital. The hubs serve as meeting points

between founders of technology companies, partners helping them to grow their

business, and investors interested in innovative companies with growth

potential.

We have teams specialising in asset and tax management, investment banking,

M&A and fundraising, and other top-down value proposals for the customers.

In addition to offering a specialised line of products and services for these

customers, CaixaBank makes its network of contacts available to them in order

to boost and promote the innovation economy through all its agents.

Meanwhile, DayOne has designed and is promoting a programme of networking

initiatives tailored to entrepreneurs and investors.

Milestones of 2024

> Consolidation as a financial partner of the innovation economy, with a

fourfold increase in customers since 2017.

> New financing lines under the InvestEU program have been introduced for

companies within the DayOne ecosystem to spur innovation.

> Additionally, a Venture Debt fund has been launched to support the

expansion of tech-focused scale-ups and startups in Spain and Portugal.

Emprende XXI Awards

Since its inception in 2007, the initiative

has invested €9.1 M in cash awards and

actions to support entrepreneurs,

benefiting over 525 companies

The submission period for the 18th edition of the PEXXI awards concluded on 12

December, with 960 companies applying. This initiative promoted by DayOne

seeks to identify, recognise and guide newly created innovative companies with

great growth potential. These awards are co-managed with the Ministry of

Industry and Tourism in Spain and with BPI in Portugal.

Edition 2024

	960                Participating businesses in Spain and Portugal.                                                     1,056 in 2023
	€0.8 M In prizes (cash, international training and visibility).                                     €0.8 M in 2023

-

Nineteen regional awards will be given out in 2025, one for each of

Spain's Autonomous Communities and two for Portugal. To celebrate

the 18th anniversary, six special national awards will also be

presented:

SOCIAL IMPACT

Recognising the company that has made the most positive impact on society.

SUSTAINABILITY

For the most sustainable company based on ESG criteria.

SCALABILITY

For the company with the greatest potential for growth and global impact.

DISRUPTIVE INNOVATION

For the company with a project focused on the most groundbreaking

technological innovation (deeptech).

BOOST FOR AGRICULTURE

To the company revolutionizing the agri-food industry through technological

innovation.

FINTECH

Recognising the company dedicated to transformation within the financial and

insurance sector.

BPI is sponsoring two awards in Portugal, with additional

support from ANI (National Innovation Agency), which will

provide a secondary innovation prize.

https://dayonecaixabank.es/wp-content/uploads/sites/14/2024/08/Informe-Observatorio-DayOne-PEXXI-2023-24.pdf

Lines of action
	01
	DayOne has created a virtual community of entrepreneurs. DayOne Alumni XXI was created in an effort to help start-ups in their development by having the winner  of the Awards exchange knowledge, ideas and experiences. It also aims to promote business opportunities and access to investment.
	02
	In addition, DayOne organises the Emprende XXI Investors Day with the aim of putting the award winners in contact with the investor ecosystem, and companies can collaborate with the CaixaBank Group in handling business and innovation challenges.
	03
	In collaboration with the IESE Innovation and Entrepreneurship Centre, the DayOne Observatory of Startups in Iberia, aims to generate information and research on the start-up sector in Spain and Portugal. The 6th report for the 17th edition was published in September 2024.

Corporate & Institutional Banking

                                           

Corporate customers with a turnover of over €500 M , financial

sponsors, institutions and international clients.

The CIB service integrates three business areas - Corporate Banking,

International Banking and Institutional Banking - supported by highly specialised

product teams such as Transactional Banking, M&A, Capital Markets, Treasury,

Sustainable Finance & ESG Advisory, Asset Finance, Structured Trade Finance and

Project Finance.

Corporate Banking manages relationships with national and international

corporate clients with the main aim of becoming their benchmark financial

provider. The following are main pillars of its purpose: the segmentation by

business sector, a presence in Madrid, Barcelona and Bilbao and a differentiated

offer of structured financing products. It also engages with multilateral bodies

and entities, both domestic (such as ICO1) and international (IFC2, EIB Group3,

among others).

International Banking offers support to branch, CIB and Corporate Banking

customers operating abroad and to large foreign corporates in their countries of

origin through its 25 international points of presence and more than 200

representatives.

Institutional Banking serves public and private sector institution with a value

proposition that combines the high specialisation of teams, proximity to

customers and a comprehensive set of financial services and solutions tailored

to their needs through 13 centres and more than 121 representatives.

1 Official Credit Institute.

2 International Finance Corporation.

3 European Investment Bank.

      Milestones of 2024

> In 2024, the Transactional Banking service underwent a review, leading to

the adoption of a new organisational structure aimed at enhancing the

marketing of solutions, products, and services. This resulted in an increase in

financed amounts and solidified CaixaBank’s competitive standing.

> The International Branches experienced a significant business volume

increase of 29%, continuing the growth trend from previous years. This

performance not only surpassed the targets set in the 2022-2024 Strategic

Plan but also set a robust foundation for the upcoming 2025-2027 Strategic

Plan.

> In the Institutions segment, the integration of all public sector entities into

the Institutions management model was finalised, including smaller town

councils.

> The Institutions business operated within a highly competitive investment

landscape with a strategy of price containment, emphasising service quality.

This is evidenced by the heightened activity of the Ofibuses, which deliver

financial services to rural areas and assist in emergency situations caused by

weather events.

> In 2024, there was a significant uptick in the commercial activity of

Representative Offices, particularly in 'Bank to Bank' services, where banks

act as clients. Working with the International Financial Institutions (IFI) team,

this activity has yielded approximately €40 M in revenue, marking a 41%

increase from the previous.

> The focus on sustainable finance has spurred innovation, notably in

Sustainable Trade Finance with banks in developing countries under

Multilateral coverage, amounting to over €700 M this year.

ä For more details, see CIB's contribution to sustainable finance mobilization in

the 'Sustainable Business' section.

> In the syndicated loan market, CaixaBank secured the second position in

terms of volume as a bookrunner in Spain, as reported by leading agencies.

> In 2024, the Real Estate sector began its international growth, with

operations formalised in the French and Italian markets, specifically within

the office segment. The team continues to dominate the Spanish market,

especially with investments in Retail and Residential sectors, while also

establishing trends in alternative assets, particularly in the living segment.

> Asset Finance's activity has focused on the naval and aviation sectors,

involving the formalisation of transactions for more than €5,481 million,

trebling the figures for the previous two years.

        Main indicators

	€106,040 M			€19,530 M
	→ Investment.                                          €96,945 M in 2023			→ Sustainable financing CIB €19,224 M in 2023
				ä See section "Sustainable Business"

	€5,881 M			€12,994 M
	→ Investment in asset finance.                   +0.5 % compared to 2023			→ Financing to commercial banks in the field of representative offices. €5,729 M in 2023

International presence

		17 Representation offices		Beijing, Shanghai, Hong Kong, Singapore, New Delhi, Sydney, Dubai, Istanbul, Cairo, Algiers, Johannesburg, Toronto, New York, Bogotá, Lima, São Paulo, Santiago de Chile.
		7 International branches (9 branches)		Warsaw, Morocco (3 branches: Casablanca - Tangier - Agadir), Milan, London, Frankfurt, Paris and Porto.
		2 Spanish Desks		In Vienna and Mexico City.

Business in Portugal - BPI CIB

Milestones 2024

> 3rd edition “Acelerador de Sustentabilidades 3.0”. To aid companies in

their transition to sustainability, training workshops have been organised

where participants can share their experiences.

> ‘Fórum BPI: O futuro da Água’. An initiative that seeks to address the main

challenges, priorities and good practices associated with sustainable water

supply and consumption.

> Sustainability training. A training project for the entire commercial

network. As part of the project, a comprehensive analysis of Banco BPI's

sustainable product offerings has been conducted.

Distribution model

CaixaBank has a leading omnichannel distribution platform

In recent years, CaixaBank has transformed the distribution platform

in order to:

01. Offers the best service and experience to each profile.

02. Intensifies contact and accessibility.

03. Generates all possible value opportunities.

04. Continues to promote operational efficiency in addition to commercial efficiency.

05. Development of digital and remote channels.

The expansion of digital channels, particularly

through mobile platforms, has been a significant shift in the

financial sector in recent years. However, the physical branch

network still handles a substantial amount of high-value

transactions.

In order to be close to its customers and offer the best customer experience,

CaixaBank has an omnichannel platform, with the most extensive branch

network in Spain and the best remote and digital relationship models:

■ In-person service

■ Remote service

Fully autonomous

and omnichannel

digital customer

Customer by remote

manager preference

Branches

“Mobile” and young

customer. Simplified offer

including non-financial

services/neobank

approach

Customers who prefer

face-to-face contact

Physical network

Resizing the network

Once the branch consolidation process was

completed after the merger with Bankia, a

minimum adjustment has been implemented in

recent years in the branch network, basically in the

urban environment and associated with the

development of the Store branch model. This will

always be undertaken in line with the premise of

not abandoning any municipality in the whole of

Spain. CaixaBank's network of physical branches

continues to be the largest in Spain, with 3,570 retail

branches, and it will also feature the largest network

of ATMs, which can be used to carry out up to 250

different transactions.

CaixaBank has stated its commitment

to maintain the service in all the

towns and villages it is currently

present.

Spain network

# of branches

3,570	Retail
153	Business Centres
87	Private Banking
14	Institutional Banking
1	Corporate banking

	3,825 branches
	3,876 in 2023

# of ATMs

	11,137 Spain
	11,335 in 2023

Portugal network

# of branches

261	Retail
29	Business banking
13	Premier/Private

	303 branches
	315 in 2023

# of ATMs

	1,233 Portugal
	1,259 in 2023

Specialised offices

                         

                       

                         

             

Urban model

In 2024, CaixaBank further expanded its urban Store branch

concept, reaching 926 branches by December 2024.

With the Store branch model, CaixaBank is seeking to offer a better customer

experience. In this regard, the Store branches:

> Are larger than the standard ones

> Have uninterrupted morning and afternoon opening hours

> Have a team of specialist advisers

> Offer more commercial and technological services to customers

Stores with the complete development of the specialised service model

       

698	Store Retail
85	Premier Store
70	Store Negocios
73	Store Pymes

926

Store Branches

CaixaBank also offers All in One customer service centres. These flagship

offices combine design, technology and expert advice to turn customer visits into

a special experience. In addition to financial advice, they offer customers

coworking spaces and host training sessions and other events.

In Spain, there are currently centres in Barcelona, Valencia, Madrid, Ibiza, Burgos,

Castellón, Segovia, Pamplona, Santa Cruz de Tenerife and Las Palmas de Gran

Canaria (the last three opened in 2024).

Rural model

CaixaBank has 1,403  rural branches in towns with less than

10,000 inhabitants and 450 Ventanillas 1, and it is the only

bank with a branch model presence in 459 municipalities.

CaixaBank also has special initiatives to reinforce service in rural areas, such as

mobile branches, which serve more than 644 thousand inhabitants in 1,2942

towns (+88% compared to 2023).

🡭 See section “Proximity”

In this context, CaixaBank aims not to abandon settlements in which it is the only

bank.

Mobile branches are key to CaixaBank's strategy to

prevent financial exclusion in rural areas

1 Branches with no Director reporting to a parent Retail branch and in some cases with reduced opening hours

2 783 towns attended in January 2024

ATM Network

As part of the project Improve Customer Care (MAC)1, CaixaBank

has focused on improving the quality of its ATM network,

developing new proposals aimed at improving their operation

and efficiency.

Among the measures adopted, it is worth noting an effort to reduce the times

required to carry out operations at ATMs through technical improvements

and simplification of customer journeys, as well as the improvement of the

availability of the network through active monitoring and management.

1 Project to improve customer services.

🡭 See section “Customer experience”.

CaixaBank now offers the option to receive change for bill payments via Bizum at

its ATMs. The Cash Payments service at ATMs enables transactions that would

typically occur at the counter, thus saving time for branch managers while

offering increased convenience and efficiency for customers. This service is

available to all users, regardless of whether they have an existing relationship

with the Entity.

The new service will be accessible around the clock at CaixaBank's ATMs.

Personal, agent-assisted cash payments at the counter will continue to be

offered.

There has been a customer satisfaction

increase of more than 15% in the

channel's rating over the last year .

Remote digital relationship models are a complement that leads

to a better customer experience and greater efficiency .

Customers with a digital profile , with little use of the branch and little time

available.

Given its characteristics, it is a relationship model that is especially suitable for

the Entity's customers with a digital profile. Thus, they can count on the service

of a specialised adviser to attend to their financial needs through the

communication channel of their choice.

Customers are assigned a reference adviser with whom they can

communicate, with a commitment to respond within 24 hours. Among their

financial needs, customers can receive specialised advice on different types of

products and services and, if they wish, they can sign up for them digitally.

Connecta has a team of 1,897 advisors and 28 centres present in all the

autonomous communities that serve 3.3 million customers (Individuals,

Premier and Business).

	3.3 M		1,897
	Clients in the Connecta relationship model (Spain and Portugal)		Connecta advisors

Development of the best digital products and services

CaixaBankNow brings all the Bank's digital services

together in one place.

> # OF DIGITAL CUSTOMERS

	12.1 M Spain   11.5 M in 2023		1 M Portugal 0.9 M in 2023

Breakdown of digital customers in Spain

42 %	n100% digital
58 %	nOmnichannel

73%	nMobile
25%	nMobile + web
2%	nWeb

	5.2 M		2.2 M
	customers connect daily1                              4.8 M in 2023		Customers - Top Heavy Users2 in Spain 2 M in 2023

1 Average number of individual customers connecting to digital channels daily over

the last 6 months.

2 Number of customers who have connected to digital channels for more than 130

days out of the last 6 months.

European innovator of the year (silver)

2024 Qorus

Best Digital Private Banking Institution in

Europe 2024

Most Innovative Financial Institution in

Western Europe 2024

The Mobile service channel in Spain

Now Mobile is an app with customisation and

artificial intelligence that allows transactions to be

initiated from a mobile phone.

	3.4 M		5.5 M
	purchases made by phone                              2.6 M in 2023		cards paired to phones 4.9 M in 2023

“Leader in digital channels”

Marketing by digital service channels

in Spain

The digital channel is becoming one that generates

sales and has undergone sustained growth in recent

years.

> BPI NET

Best Private Bank for Digital Solutions

in Portugal 2024

	1 M		0.3 M		0.8 M
	Digital          customers 0.9  M in 2023		Regular Digital Banking use 0.4 M in 2023		Regular users of the BPI App 0.8 M in 2023

imagin is Spain's leading neobank for young people, backed by CaixaBank, with a

strong commitment to making a positive societal impact.

In addition to increasing the number of new users, imagin has also managed to

boost the loyalty of existing imaginers, increasing the range of financial products

and its strategic focus on sustainability.

imagin, fully online banking with 3.6 M users

	48.9%		71.9 M
	imagin users access the app more than three times a week		total app accesses
	10.3 M		53.6%
	monthly Bizum transactions via imagin		customers with directly paid income

	imagin remains committed to preserving the world's seas and oceans by creating a second coral reef in Nerja and removing fishing nets and plastic from the sea. It also continues to back financial education and entrepreneurship as levers for social transformation with its imaginAcademy digital content programme, and its imaginPlanet Challenge sustainability entrepreneurship programme.

Expansion of imagin's Value Proposition

To strengthen its connection with users and support them through different life

stages, imagin has broadened its range of financial products over the past

year. In 2024, among others, following products have been launched:

Broker: imagin strengthens its investment offerings by adding ETFs (Exchange

Traded Funds) to its product lineup, providing users with an easy, diversified

entry into investing that combines simplicity, flexibility, and cost efficiency.

Automatic Savings: To encourage easy saving, imagin is enhancing its piggy

bank features with smart options. Customers can now automatically set aside a

portion of their salary for savings and round up each card purchase, depositing

the change into their piggy bank.

Travel Card: imagin has started promoting a debit card tailored for travelers,

offering perks like commission-free purchases in non-EUR currencies and

international withdrawals. This card is a significant advantage for drawing in new

users, positioning imagin as the 'best card for traveling' among major neobanks.

Pet Insurance: imagin is introducing a unique pet insurance plan including: a

24/7 veterinary chat service, ensuring customers are always connected to

professional advice.

Mortgage: In 2024, imagin introduces ICO mortgages for young people within its

IOS mortgage offerings and strengthens IOS agreements with Autonomous

Regions, providing financing up to 90%.

Consolidation of the imaginTeens Value Proposition

Throughout 2024, efforts have focused on solidifying a tailored

value proposition for teenagers (12-17 years old).

The base offer includes:

> Account: Fee-free

> Card: Debit or prepaid, no fees

> Own app: Customised for the age group of minors

Over the past year, features in high demand like mobile payments and Bizum

(for users over 14) have been added.

imaginTeens aims to introduce younger iOS users to the financial world,

550 thousand	1.8 M
customers aged 12 to 17	Bizum transactions through imaginTeens since its launch (March 2024)

promoting independence and providing a safe space for their initial financial

steps.

For the Little Ones:

A fee-free account is available for parents to

begin saving for their children's future, for kids

aged 0 to 11.

Technology and digitisation

CaixaBank continues to focus on improving the

flexibility, scalability, and efficiency of its IT

infrastructure, an approach which enables us to

improve cost efficiency, reduce time-to-market,

increase timing of versions, and become more

resilient.

Under the new 2025-2027 Strategic Plan, CaixaBank plans to ramp up its IT

investments to fuel business growth, focusing on developing advanced

capabilities to maintain market leadership.

In recent years, technology investment has been central to CaixaBank's

strategy , enhancing commercial agility and efficiency, and furthering the

development of state-of-the-art capabilities for better business intelligence and

operational performance.

These investments have also strengthened infrastructure robustness, ensuring

data availability and security, thereby aiding regulatory compliance.

CaixaBank has committed to a technology investment exceeding €5 billion for

the 2025-2027 period.

Investment in technology and development (€ M)

	n Investment in technology and development € M

Tota investment1 in technology and digital

2025e-27e 

>€5 B

During this period, CaixaBank plans to increase agility, service quality, and

business opportunities, while continuing to develop advanced capabilities and

enhance the resilience and adaptability of its infrastructure. Strategies to achieve

these goals include:

> Accelerating Cloud Adoption: For scalability, agility, and efficiency.

> Strengthening and Internalizing Key Competencies: By hiring 1,000 IT

professionals throughout the Plan.

> Scaling Up Generative AI and New Technologies: To stay at the forefront of

innovation.

1 Includes CapEx and OpEx.

Broad Recognition: Aiming to be

acknowledged as a leader in IT

infrastructure and innovation

                                       

→ Most Innovative Financial Institution in Western Europe 2024.	→ Best Digital Bank in Spain 2024.

                             

→ European innovator of the year (silver) 2024.	→ Best Digital Private Bank in Europe 2024.

Technological infrastructure

In recent years, there has been a significant shift

towards digital channels among customers, with the

Now app becoming a key touchpoint for enhanced

customer interaction. A notable update came with

the launch of a new version of Now in 2024.

Throughout 2024, CaixaBank's strategy has

included bolstering resilience, focusing on

enhancing the uptime and responsiveness of these

channels and the supporting infrastructures.

Despite the surge in transactions, efforts have been

made to stabilize resource usage by migrating

applications to more efficient platforms, including

cloud environments.

The ongoing enhancement of the IT

infrastructure is fundamental to the Group's

operations. There are three high-performance Data

Processing Centres (DPCs) that meet business

requirements, and these are being upgraded to

boost efficiency and resilience against emerging

risks. In line with CaixaBank's sustainability

commitment, the electricity usage of these DPCs is

stabilising with a trend towards reduction, thanks to

specific initiatives.

Additionally, there's a persistent push towards

cloud migration to lower operational costs,

enhance development agility, and increase the

overall capacity and resilience of applications

through a hybrid approach, where applications can

operate both in cloud and on-premises

environments.

4.1 M

QUALITY AND RESILIENCE CSF Indicator.                                                    2024 target >4 M

The continuous enhancement of the IT

infrastructure supports the handling of

increasingly large data volumes

275,229 M

Transactions processed.                                                240,604 M in 2023

~ 33,000

Transactions per second. ~ 30,000 in 2023

 

1,788

Applications managed in the cloud.                1,117 in 2023

~ 88%

Relevant incidents resolved in less than 4 hours.                            ~ ~ 8 4% in 2023

IT Strategic Plan

In 2024, CaixaBank successfully wrapped up the 9 initiatives outlined in the

IT Strategic Plan for 2022-2024, achieving over 94% of its objectives, thereby

keeping the bank at the cutting edge of technology and in sync with business

needs.

Building on this success and commitment to excellence and innovation, the new

2025-2027 Strategic Plan has been crafted and launched. This plan aims for a

thorough transformation of processes, operations, and technology in a cohesive

manner.

It rests on three core pillars:

1. Enhancing Business Capabilities: Empowering the business to deliver

superior service and customer experience by reimagining key business

processes with a unique customer interaction model. 

2. Guaranteeing Technological Sustainability: Advancing the bank's

architecture, bolstering cybersecurity, and enhancing resilience.

(ä see section “Cybersecurity”)

3. Cognitive Platform Development : Introducing a new platform that utilizes

data and AI to increase decision-making agility, automate internal processes,

and, most importantly, provide a personalized, multichannel experience for

customers.

100 %

CaixaBank's Tech staff with Agile training (2024 target - 80%)

Data - driven

CaixaBank maintains an information platform featuring a centralized data

repository, governed to ensure data quality and availability. It is supported by

technological solutions designed to maximise data utility for analytics and

artificial intelligence applications.

15,868

DataPool certified metrics 14,544 in 2023

26 TB

Data managed on a daily basis.                                  22 TB in 2023

A BIG DATA model that enables greater adaptability

In keeping with the Company's strategy, the DataNow programme was

launched in November 2022 to address the growing demand for advanced

analytics and artificial intelligence, and to transform the technological platform

into a cloud solution.

The programme rests on three central pillars:

> Improved technology: Creation of the strategic Data & Analytics platform

on Google Cloud, and development of the first use cases with business

impact.

> Enhance data governance: Upgrading of the operating model so as to

allow for the scaling of the volume of data managed and implementation of

governance in relation to responsible artificial intelligence.

> Boost talent: Training and certification of users in those areas affected by

the new platform.

To promote the programme, a multidisciplinary, multi-department work team

was created to ensure that the platform's design meets the Company's global

needs. The implementation roadmap follows an incremental delivery model

that allows technological capabilities to be created in lockstep with the

implementation of use cases that maximise the business impact.

As per the plan defined, in 2024:

The first two releases of the platform were delivered, focused on providing the

basic capabilities to have an end-to-end platform for creating and producing

Data and Machine Learning applications that cover the current functionalities of

the DataPool.

These capabilities have allowed us to meet the strategic objective of enhancing

advanced analytics in business, developing 25 use cases, which will allow us to

generate an economic return, and an intangible benefit by having an impact on

agility and time to market.

Journey to cloud

The CloudNow initiative is CaixaBank's initiative to transition its systems to the public cloud. This programme will follow a cloud strategy and is built on three core pillars:

Cloud first	Hybrid Cloud	Multi-cloud
The latest in cloud technology.	Following a progressive approach by balancing the on-premises infrastructure and cloud services.	Deploying a model that allows us to work with the main cloud providers under an integrated vision of the service.

Within the CloudNow programme, in 2021 CaixaBank reached an agreement

with IBM to gradually shift the loads from the Bank's platform to IBM Cloud. In

2023, the agreement was revised to make this technology update project more

flexible.

After three years spent on the project, more than 1,000 migrations have been

executed.

In addition to the migration itself, CloudNow implies an evolution of the

Entity's applications, which must be ready to be deployed in the cloud from our

DataCenters and run in these new "containers" in order to generate efficiencies

and reduced operating costs, as well as greater agility in the development of

applications. In 2024, alongside the migration to IBM Cloud Multi Region Zones,

60 applications were revamped and deployed onto a new private cloud

infrastructure.

Additionally, the multi-cloud hybrid strategy progressed with the deployment of

a hybridization platform, facilitating the first transactional load balancing

between on-premises systems and IBM Cloud Madrid.

CloudNow concluded 2024 with all Landing Zones established and fully

functional, supporting production workloads across various cloud providers

(IBM Cloud, Azure, Oracle Cloud Infrastructure, and Google Cloud).

€18.9 M	33%
Cloudnow savings in 2024. SP 2022-2024 target 2024: €8.5 M	Cloud Absorption in 2024.            EP 2022-2024 2024 target: 32%

Implementation of new technologies

The adoption of Artificial Intelligence remains, for another year, strategic,

offering scalable and robust services to customers and employees, and

optimising financial services with technology.

In 2024, various projects were carried out involving the application of Artificial

Intelligence (hereinafter, AI). In this line, the following stand out:

> Under the GalaxlA programme, five use cases have been successfully

implemented and are now in production: Noa employees, SAC (Customer

Service), Contact Centre, Wall, and Code Generation.

Work has started on four additional use cases involving Generative AI:

> Assistant for procuring a card in the app;

> Payment disputes;

>       FinCrime Hub; and

>      Groups.

The implemented use cases have established the groundwork for

understanding Generative Artificial Intelligence (Gen AI) and initiated

the development of a cognitive platform.

> New use cases are being developed on the proprietary Artificial

Intelligence platform, Document AI, which is an in-house solution for

intelligent document processing. This platform can classify and extract

information from over 220 document types, covering processes such as:

Digital Lawyer, OAC / Data Quality (active), Testamentary, Alphabetical FP, or

Checks This platform enables CaixaBank to achieve substantial cost savings

due to its high level of automation and lower costs compared to other

solutions available in the market.

> The development of an AI application industrialisation platform. The

platform includes: a Model Store: a centralized repository for tracking the AI

models in use; Tools for managing the lifecycle of Generative AI models

(LLMs); A platform for monitoring model drift and explaining model

behaviour; and a framework to standardize the execution of models.

> The first phase of the new search engine has been rolled out within the

customer app. This search engine offers an enhanced user experience with

advanced features like semantic search on FAQs. In addition the search

engine has been optimised to deliver results in less than 0.5 seconds, with

predictive real-time results as the user types.

> The telephone Contact Centre assistant has been upgraded, leading to

an increase in call handling from a net absorption rate of 20% in 2023 to

over 30% in 2024, achieving savings exceeding €5 M. These enhancements

encompass the tntroduction of additional automated processes, better

conversation management, and tailoring responses based on customer

context.

+	2 M	280
DocAI: No. of pages processed / day in 2024		DocAI: No. of types of documents managed in 2024

9.3 M	5 M
Generative AI: Total number of calls made to Large Language Models (LLMs) in 2024	Generative AI: Number of proposals (including conversations, drafts, summaries, etc.) created using generative AI in 2024

Agreements and partnerships

Agreement with UiPath

In the field of automation through robotics, CaixaBank has utilised the UiPath

suite, a top-tier market product, since 2017.

The current licensing agreement, effective from 2025, spans 5 years and

consolidates licenses across the CaixaBank Group.

Agreement with Salesforce

CaixaBank has entered into a strategic agreement with Salesforce, underscoring

its dedication to innovation and superior customer service. This 5-year

partnership is a pivotal step in digital transformation, enabling:

> boosting the use of Artificial Intelligence to elevate customer interactions

> improving connectivity and data accessibility for enhanced operational

efficiency

> the simplification of the solutions of Digital Marketing

Agreement with Adobe

In 2024, CaixaBank has renewed its agreement with Adobe focusing on

personalisation and channel analytics. These are crucial aspects for assessing

efficiency in its ongoing digital transformation. This agreement will facilitate:

> An increase in the number of dashboards to track the performance of digital

products across channels.

> Enhancements in personalization capabilities, along with A/B Testing,

Conversion Rate Optimization (CRO), and Customer Experience Optimization

(CXO).

Fujitsu/NCR Agreement

A new ATM maintenance contract has been signed with Fujitsu and NCR,

effective from 2025 to 2029.

The updated Service Level Agreements (SLAs) are now daily, including weekends

and holidays, and are assessed per service point, considering factors like: ATM

Quantity at the Location; Proximity to Other Service Points; and Peak Usage Time

Slots.