(ENG) Informe de Gestión Consolidado 2025

+1.7 M visits
since its launch

+66,600
properties

+1,800 APIs

BUSINESS MODEL

BASED ON OUR STRENGTHS


	Leading bank in Spain and Portugal
	Broad customer base and model of universal banking
	Model of multichannel distribution
	Knowledge of the customer: data and analytical capabilities
	Strong subsidiaries operating in insurance and long-term savings management
	Financial strength
	Benchmarks in sustainable banking
	Outstanding human team

¹Individual customers who have carried out one or more login operations

on Now, imagin or other CaixaBank apps (Pay, Sign) in the last 6 months.

WITH SPECIALISED MANAGEMENT


Retail Banking	● ● ● ●	Private Banking	● ●
15.7 M Customers Personal Banking and Individuals		0.3 M Customers	● ●

2.8 M Customers Premier Banking

1.6 M Customers Business and other
1.6 M Customers Business and other



Business Banking	● ●	CIB	● ●
0.3 M Customers	● ●	0.03 M Customers	● ●

20.7 M

Customers

Customers in Spain and Portugal.

Distribution channels available to customers in the segment ● ● ● ●

REMOTE DISTRIBUTION CHANNELS


	● Branches		● CaixaBankNow
	4,251 branches in Spain and 301 in Portugal		12.7 M¹ customers using digital service channels in Spain and 1 M in Portugal
	● Connecta		● imagin
	7.6 M customers with remote manager in Spain and 0.8 M in Portugal		4 M digital customers looking for neobank experience (Spain)

WIDE RANGE OF FINANCIAL AND

INSURANCE PRODUCTS AND SERVICES



	Tailored to customer needs and integrating sustainable criteria
		Solutions for everyday life
		Payment methods
		Savings and investment products
		Financing
		Insurance (Life, life-risk and non-life)

RETAIL BANKING

Within the framework of the Strategic Plan 2025-2027, Banca Retail has taken

a step forward with the implementation of a new segmentation and a

renewed distribution model . This approach focuses on the value and

potential of customers with the aim of offering a more personalised and

efficient service, adapted to the use of channels and the specific needs of

each segment. This model will provide customers with:


VALUE	EXPERTISE	EFFICIENCY

This new model entails greater specialisation , the creation of new

portfolios and figures such as the Personal Banking Manager, who will be a

point of reference for customers, offering personalised advice, availability

and commitment. This model will allow:

| Incorporation of more than 1 million customers managed by a

specialist manager.

| Promotion of the professional development of employees (+1,000

specialist managers).

| Improvement of the customer and employee experience through

continuous improvement of the Commercial Framework.

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

1. Innovative and personalised

Unique solutions are offered for each customer profile, adapted to

their needs and preferences.

2. Omnichannel

A model in which customers are free to choose how they relate to

CaixaBank, with digital and remote tools and an extensive branch

network.

3. Concentrating on the customer needs

| Day to Day: making their day-to-day life easier.

| Financing: providing funding to their your aspirations come

true.

| Protection: caring for what is important to them and

helping them protect it.

| Customer funds: helping plan their savings and face their

future with total security.

_MAIN FIGURES IN 2025

Retail customers in Spain and Portugal


15.7 M	2.8 M	1.6 M
Personal banking and individual customers	Premier banking customers	Business customers and others
15.3 M in 2024	2.8 M in 2024	1.6 M in 2024

Business shares in Spain


40.4%	36.3%	34.3%
Market penetration among individual customers ¹	Share of salary direct deposits	Share of pension direct deposits
39.4 % in 2024	36.1 % in 2024	34.2 % in 2024

Offices Retail


	3,542	259
	Offices Retail Spain	Offices Retail Portugal
	3,570 in 2024	261 in 2024

¹Data as of September 2025.

4. 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.	Planned appointments between clients and managers
7.4 M	14.6%	35.1%
Customers who have used "My adviser"	% appointments originating from customer	% remote appointments



3.1 M	5.9 %
Number of customers sending messages via the APP/WEB	% conversations with AI assistance



WhatsApp, a communication channel that facilitates the Manager-Customer relationship
3.1 M	15.7 %
Number of messages sent via WhatsApp (originated by the customer)	Customers using WhatsApp as a channel



A secure channel for sending documents
6.6 M	30.4%
Files sent via the app/website	of files sent by the customer

PERSONAL BANKING AND INDIVIDUAL CUSTOMERS

Individual customers with a position of up to 60,000

euros.

CaixaBank has reinforced its customer acquisition strategy , reaching 18.9

million customers¹, with notable growth in the digital segment. This progress

has been supported by an attractive and differentiated offer. Highlighting:

| The digital account and the CaixaBank account (Día a Día).

| imagin's value proposition, a key pillar for customer acquisition and

growth (see section "imagin").

| The offer for customers with a salary.

Milestones in 2025

Boosting the Commercial Strategy

During the year, CaixaBank has focused its efforts on optimising its working

methods, implementing the Commercial Systematics as an essential pillar

in the transformation of the customer-focused commercial model. This

approach makes it possible to standardise customer service procedures

throughout the CaixaBank branch network, guaranteeing a uniform, efficient

customer experience that is aligned with its value proposition.

This evolution strengthens its capacity to replicate good practices, increase

commercial productivity and consolidate a sustainable competitive

advantage in the market. Likewise, reiterates its commitment to efficiency,

relational quality and service differentiation.

New Cashback programme

In October 2025, CaixaBank launched an innovative personalised

reimbursement programme aimed at CaixaBank and imagin customers,

allowing them to obtain refunds on purchases made using the Bank's cards:



	+100 partner brands		+1 M registrations since its launch

Mortgages

The mortgage business grew by 39 % year on year, driven by solutions such

as Hipoteca Eficiente, Hipoteca Evolución, as well as the new real-estate

platform, FaciliteaCasa.com. The portal for property management

professionals where customers benefit from exclusive offers on mortgages

and property-related services.

At the same time, progress is being made with digitalisation, through tools

such as online pricing that streamline management and provide autonomy

to branches. In addition, agreements with the Autonomous Communities

and the ICO are being strengthened to facilitate access to housing for

young people.

¹ Total individuals and legal entities in Spain.

Consumer finance: Supporting personal projects

CaixaBank has continued to strengthen its commitment to customers

through a solid offer in personal loans. In this sense, the growth in consumer

loans is noteworthy, having increased by 27 % year-on-year.

In the field of cards, CaixaBank has been a pioneer in Europe by signing an

agreement with Apple, becoming the first European bank to offer the

financing service Apple Pay Later. This solution allows users to split the

payment for purchases made directly using the wallet on their mobile

phone, offering an agile, digital and fully integrated experience.

Mobility: More sustainable options

CaixaBank has evolved its mobility proposal with a wider, more sustainable

offer adapted to the needs of each customer.

The catalogue of renting has grown significantly, offering more than 50

different models available all year round. More than 49 % of the vehicles

marketed bear a ZERO or ECO environmental label, reflecting the Bank’s

commitment to sustainability.

The new Facilitea Coches portal has also been launched, which provides

customers with access to more than 21,000 second-hand vehicles, both for

loan and renting. This platform makes it possible to find flexible and

customised mobility solutions, adapted to each profile and need.

Protection: insurance and alarms

Leaders in insurance

CaixaBank, through SegurCaixa Adeslas, has consolidated its position as the

leader in health insurance, with a market share of 31.1 %. This leadership is

reflected in:

Technology for protection: Smart lock for the protection of elderly people

Launch of the smart lock, in collaboration with Securitas Direct. As well as

being integrated into their alarm systems, the smart lock is included in the

Senior Protection Premium services, offering an advanced solution adapted

to the needs of elderly people.

Proposal for retirement

CaixaBank has launched Generation+, an initiative that responds to the

financial planning, welfare and support needs of elderly people. CaixaBank

is thus positioned as a leader in the retirement sector, with more than 30,000

employees specialising in this segment (see section "Assistance to the

Senior group").

_MAIN FIGURES IN 2025


	72.5%	95.0%
	Relational Individual Customers	Clients with assigned manager
	71.8 % in 2024	78.2 % in 2024


CaixaBank, Best Retail Bank in Europe and Spain according to Euromoney.

Business in Portugal

Business acquisition and growth

| New "always on" direct deposit of salaries campaigns. Highlighted

campaigns include: "Have your salary paid into BPI and receive an

extra €500," and "Switching to BPI is a relief".

| Launch of a new health insurance module, a "low-cost" option with

lower capital insured and a more attractive price.

Growth in lending business

| Young Mortgage Loan with Public Guarantee: financing of 100 % of

the credit for young people aged up to 35 and review of pricing

(making the offer more attractive).

| New mortgage arrangement campaign: includes a waiver on fees

and commissions and cashback of 1 % of the financed value for

purchases at the BPI Store (max. €1,000).

| Launch of a mortgage renegotiation simulator, allowing customers

to submit requests for renegotiation of the spread and terms.

Encouraging savings

| Launch of the service Ahorrar e Invertir, a sales tool that allows

investment products to be tailored to customers' objectives and

needs.

| Launch of the Fondos BPI Gama Renta Trimestral, a new range of

funds with income distribution and Structured Deposits and

Products.

Proposal for retirement

| Launch of a new Personal Retirement Plan (PPR Destination

(2060)). It is a savings product that diversifies investment according

to a time horizon.

Training to offer the best service

| Development of the training Navigation, for team leaders (branch

managers) and for all commercial figures (development of

commercial competences) with the aim of increasing proactivity

and service quality.


	Best Private Domestic Bank in Portugal 2025			Five Star Award #1 Prestige Products 2025

PREMIER BANKING

Individual customers with holdings

between 60,000 and 500,000 euros or

with salaries over 4,000 euros

CaixaBank's Premier Banking value proposition

consists of creating a relationship of trust with

the customer, pursuing an omnichannel and

innovative offer focused on the Premier

Manager who accompanies and advises,

offering solutions tailored to customers' needs.

Milestones 2025

Boosting Sustainable Business

CaixaBank promotes sustainability in all areas,

highlighting the value proposition of Premier

Banking:

| The assessment of customers'

sustainability preferences as a key

variable for advice.

| Continuous training of Managers and

new recruits to obtain the Certification

in Sustainable Investments.

| Promoting sustainable mobility by

facilitating the purchase of electric

vehicles.

Service innovation

CaixaBank continues to develop the value

proposition of its Premier Business, with the

launch of new products and the simplification of

the advisory model:

| The implementation of the new Plan A:

simplification of the advisory model,

developing more agile and visually

appealing plans.

| Launch of the Renta Vitalicia Captación

products and the SUV ETF Portfolio,

which allows for diversified and efficient

exposure to global markets,

incorporating additional thematic ideas

or market trends.

| Launch of MyBox VidaCare 10, the

evolution of life and health insurance for

people aged 60-75. It was created with

the aim of broadening its target

audience.

| Awareness-raising talks and market

information material in podcast format,

market flashes and notes. Awareness

talks are held in all territories on key

topics such as personal protection and

life insurance, with the aim of helping

customers think about how to safeguard

the essentials of their lives.

_MAIN FIGURES IN 2025


	85.5%	3,434
	NPS Premier	Specialised advisers
	76.6 % in 2024	3,556 in 2024

	689,401	86
	Clients Advised	Store Premier Centres
	603,258 in 2024	85 in 2024

Business in Portugal

Encouraging savings

| Launch of the "Save and Invest" service,

a tool for simplifying the purchase of

investment products.

| Launch of new investment products (BPI

Renda Trimestral, BPI Rendimento 5 anos,

Depósitos e Produtos Estruturados).

| Development of the Consultancy

service, now making it possible to send,

simultaneously and as part of a single

authorisation, the investment proposal

and the product order transmission

forms.

Improving customer service

| Implementation of a new customer

service model.

| Welcome Premier – training for new

Premier managers.

| Premier Workshops – working sessions

promoted by the sales activation team

to enhance technical and commercial

skills.

| Thematic talks for partners – "Invest

with Confidence” in collaboration with BPI

GA.

SPECIALISED VALUE PROPOSALS

CaixaBank has specialised value propositions that adapt to the specific needs of customers, with the aim of offering the best customer experience.

Its objective is to support the rural world and to promote

the transformation of the agri-food sector in Spain.

Agrobank's proposal is aimed at retail customers , SMEs, corporate

customers and private banking, and it is based on 3 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.

AgroBank is committed to

the drive for sustainability.

AgroBank offers its customers a series of products designed to accompany

them in the transition and decarbonisation of the sector, for which it has

specific products such as:

| Loans such as the “Agroinversión Transición Ecológica” loan, the

solar panel financing loan or the “ Agroinversión Leñosos” loan,

which finances the planting of new crops that contribute to CO 2

fixation.

| A new financing line for catastrophes has been set up offering

special financing conditions for damage caused by weather events.

| Launch of the "MicroBank Agro Relevo Generacional" loan to

facilitate access to young people and to encourage generational

change in the agricultural sector (see section “Social inclusion and

promotion of employability”).

Milestones in 2025

Initiatives for innovation and digitisation of

the agri-food sector

| Third edition of "AgroBank Tech Digital

INNovation", an acceleration

programme to offer the sector the best

technological solutions, where there

have been 167 start-ups registered and

15 finalists.

| Commitment to AgroBank HUB (http://

www.agrobankhub.es), a platform to

boost innovation in the agri-food sector.

| Creation of the first Agri-Food Sector

Impact Fund with Impact Bridge, which

aims to have an economic, corporate

and environmental impact on the sector.

Initiatives to promote diversity

| Second edition of “ Crecemos juntas –

Proyecto Mentoras Rurales” (We grow

together-Rural Mentors Project), a

professional mentoring programme to

professionalise and support the projects

of women entrepreneurs in rural

communities.

| Programme of microcredits for rural

women's entrepreneurship projects.

| Several chairs are being promoted,

such as the AgroBank-University of

Lleida Chair, which awards the best

master's thesis carried out by a student

in agricultural and food quality or

innovation and the AgroBank "Women,

Business and the Rural Environment"

Chair at the University of Castile-La

Mancha, focused on research in gender

and the rural world, training

programmes and awareness-raising

actions on equality.

| Strategic alliances are consolidated

with the Ministry of Agriculture, Fisheries

and Food and with Business and

Women's Associations, such as

AFAMMER, FADEMUR and AMCAE.

Initiatives for Generational Change

| “Impulso Agro” (Agricultural Boost)

(http://www.impulsoagro.es): 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.

Academic initiatives and outreach:

| The AgroBank Chair and the University

of Lleida promote the dissemination of

scientific and technical knowledge

through conferences and awards, such

as the recognition of the best doctoral

thesis and grants for the transfer of

innovation to the agri-food sector.

| Impulso, in collaboration with CaixaBank

Dualiza, to connect vocational training

to the agricultural sector, including the

report "Spanish youth and the primary

sector", aimed at identifying training

needs and bringing the sector closer to

young people.

| Publication of the “Informe Sectorial

Agroalimentario” (Agri-food Sector

Report), reviewing the main economic

figures and outlooks.

| A number of events have been

organised to generate a positive

impact on producers, companies and

customers and to strengthen support

for the rural world. These include the

Jornadas AgroBank, focusing on issues

such as the efficient use of water,

innovation and sustainability, as well as

the participation in the main sectoral

trade fairs.

HolaBank is CaixaBank's specialised programme, aimed at international customers who spend long periods of time

or wish to settle in Spain.

The value proposition of HolaBank consists of accompanying international

customers from their arrival in Spain and throughout their stay, offering a

comprehensive financial service that responds to their needs and makes

their day-to-day life as easy as possible.

HolaBank has an extensive network of 416 specialised branches, located in

the main tourist areas, with employees specialising in international

customers and specialist English-speaking customer service.

Milestones 2025

| Consolidation of the model of collaboration with mortgage

prescribers, promoting the attraction of qualified non-resident

customers.

| Major reinforcement of the risk analyst team with multilingual

skills, ensuring the fast and specialised assessment of international

profiles.

| Operating model with response times of less than 48 hours,

The HolaBank account includes a pack of

financial services specifically designed for the

international customer , as well as access to

the HolaBank Club, which includes a whole

series of free advantages and services,

exclusively for account holders.

increasing efficiency and customer satisfaction.

_KEY FIGURES IN 2025



416	24/7	€6,123 M
HolaBank branches	Online Banking in more than 20 languages	HolaBank customer mortgage portfolio

BUSINESSES

Self-employed, professional and business customers

The Business proposal is aimed at self-employed, professional and

business customers. It integrates all the solutions these groups need in their

day-to-day operations -financing their business, protection and security-

and planning their future.

CaixaBank Business employs a specialist model to remain close to

customers, through 68 Business Store branches, dedicated exclusively to

business customers, and 2,500 Business Managers.

Positioning with a differential offer aimed at

groups that demand personalised attention

due to their specific needs: Food&Drinks,

Pharma, FeelGood and Homeowners'

Associations.

Milestones in 2025

| Launch of new services and functionalities for POS such as: Day-

to-day tariff, TPV&GO, Android Mini, etc. and maintenance of the

campaign to attract new customers.

| Strong level of activity in financing activities for business

customers, 33 % up on the same period of the previous year, with

the launch of new lines to support entrepreneurs and energy

efficiency amongst homeowners' associations.

| Extension of the “Día a Día” programme to all self-employed

customers, bringing all the Bank's individual customers into a single

programme, providing them with access to the same conditions

and advantages as other individual customers.

| Launch of the new PresenseTM Business and Premium Business

alarm by subscription for legal entities and the new PresenseTM

Pharmacy alarm.

| Presence as the main sponsor and supporter at major sector-

specific events, such as:

| “Madrid Fusión”, Horeca Professional Expo (HIP), National

Hospitality Awards and Restaurant Management courses in

collaboration with elBulli Foundation in the field of

Food&Drinks.

| Infarma, School of Good Governance and SDG awards in

the Pharma industry.

| and “Encuentro Nacional de Administradores de

Fincas” (ENAF)(National Meeting of Property Administrators)

for Homeowners' Associations.

| 5th edition of the Self-Employed Professional Woman Award,

recognising the contribution of self-employed women to society.

_MAIN INDICATORS



43.7 %	31.6%	68	2,423	370,050
Penetration among self- employed workers. 45.1 % in 2024	Share of the merchants segment. 32.5 % in 2024	Store centres for businesses. 70 in 2024	Business Managers. 2,457 in 2024	Clients in Communities Food&Drinks, Feel Good and Pharma. 226,125 in 2024

Business in Portugal

Product launches and customer acquisition

| Launch of the Plafond Welcome campaign with the delegation of

powers and simplified process.

| Launch of the Second Chance line: simplified process for the

reassessment of operations.

| Launch of the BPF Line Invest Export. Line to support exporting

companies, with specific financing.

| Campaign for the acquisition of automatic payment terminals

(APTs).

| Implementation of two programmes: Move Up APT, a collaborative

forum for the ideation and transfer of good practices, involving the

top performers and bottom performers in the commercial network,

with a view to promoting the performance and reinforcement of the

skills of the poorer performing participants.

| Expansion of the Business CSC to the entire Segment,

consolidating a Support Centre that centralises administrative tasks

and enables Business Managers to strengthen their focus on

commercial efforts and deepen customer relations.

Promotion of Training

| Commercial Credit Forums: Training and participatory sessions

with presentation and discussion of credit operations.

| Specific training for managers: "The Business Manager and the

Customer Experience" focused on aligning the offer with the

segment, managing priorities, and placing particular emphasis on

customer experience and service quality.

CAIXABANK WEALTH MANAGEMENT

Individual customers with a net worth of more than

€500,000 and potential.

CaixaBank has evolved its Private Banking division with an expanded wealth

management vision and a new brand: CaixaBank Wealth Management .

The new brand encompasses all segments, services and capabilities of the

Group’s wealth management value proposition, as well as CaixaBank

Wealth Management Luxembourg, the first bank in Luxembourg to provide

exclusively an independent advisory service, and OpenWealth, a multi-

family office service for Ultra High Net Worth (UHNW) clients, regardless of

where the client holds their assets.

CaixaBank Wealth Management offers

specific value propositions to groups that,

by their nature, share the same needs and

objectives when it comes to managing

their wealth.

CaixaBank Wealth Management has specialised teams made up of 1,190

accredited professionals with an average of 15 years of experience and 86

exclusive centres, enabling it to ensure that clients always receive a close

and personalised service. The Wealth Management service offers clients

different service models, ranging from non-independent advice to

independent advice, as well as brokerage services.

All Wealth Management clients are assigned a single relationship manager,

responsible for managing the relationship.

Specialist proposals are offered in independent advice:

| Private Wealth: value proposition for customers worth between 1

million and 4 million euros, with specialised managers working out of

the Wealth Management centres.

| Global Wealth: Value proposition for customers of more than 4

million euros, which has 11 exclusive centres.

MILESTONES IN 2025

| A record high was reached in independent advisory assets,

exceeding 50,000 million euros under management and close to

14,500 clients, representing around 33 % of CaixaBank Wealth

Management’s total assets.

| CaixaBank Wealth Management Luxembourg marked its fifth

anniversary, having exceeded 5,000 million euros in business

volume.

| OpenWealth consolidated its position as a benchmark in the

management of large fortunes in Spain, exceeding 10,386 million

euros in assets under supervision and recording significant growth

compared with the previous year, reaffirming its ability to attract

and retain clients in the Ultra High Net Worth segment.

| The rollout and consolidation of the GPS platform across the

Wealth Management commercial network. This platform enabled

the launch of the new Advisory GPS service, which during the year

was taken up by more than 2,500 clients, reaching a balance of over

700 million euros, one third of which represents new money from

other institutions.

_MAIN FIGURES



	98.0%			91.2%
	NPS Wealth Management Branch.			Advisory customers.
	97.3 % in 2024			89.5 % in 2024



	€173,459 M			€38,324 M
	In assets and securities under management.			In discretionary management of portfolios.
	€152,991 M in 2024			€33,628 M in 2024



	€31,423 M			€23,742 M
	Global Wealth Spain balances.			Private Wealth Spain balances.
	€26,892 M in 2024			€19,807 M 2024

_WIDE RECOGNITION DURING 2025

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 Wealth Management customers an end-to-end 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. Charitable causes

Selection of projects addressing high-impact challenges for different social

causes, including the following (see section “Social Action”):

| #Ningúnhogarsinalimentos.

| Research against the cancer.

| Child vaccination (GAVI).

| Child poverty (Save the children).

| FetaLife.

€1.4 M

Raised

2. Outreach, dissemination and recognition

A line of action aimed at creating a reference framework to bring

knowledge and information on philanthropy closer to customers.

This line’s core actions include:

| Research, analysis and publications. Studies.

| The promotion of collaboration and the sharing of best practices.

Meetings and events.

| Recognition of clients’ track records in philanthropy. Philanthropy

awards.

Highlights in 2025:

| The celebration of the eighth edition of the Philanthropy Awards:

granted annually with the aim of highlighting the philanthropic

projects carried out by CaixaBank customers. In 2025, a total of 227

applications were submitted, contributing to areas such as health

research, education, the integration of vulnerable groups and

socio-economic development in rural communities, among others.

| The launch of Tesauro, a unique dictionary within the ecosystem

that explains 20 concepts related to philanthropy in a highly visual

way. The Thesaurus systematises and explains the main forms of

philanthropic engagement in Spain, contributing to a better

understanding of their modalities, scale and impact.

3. Sustainable and Impact Investment

Sustainable investment remains a priority for CaixaBank and, accordingly, it

continues to pursue the vision of offering clients products that have a

positive and measurable impact on people and the planet, while enabling

the creation of a better world over the long term without sacrificing returns

(see section “Sustainable Finance”).

Business in Portugal

Diversifying portfolios and boosting business

| Increased portfolio diversification (+€710 million) in a very

challenging market environment and consolidation of the advisory

service with growth of 15 % to more than €6,000 million and of the

Wealth service, which now has close to €2,400 million under

management.

| Launching projects focused on strengthening customer relations:

| AENOR certification earned: harmonisation of commercial

operating processes. First certified Private Banking

institution in Portugal.

| Implementation of Salesforce, IT solution to optimise day-

to-day sales and team management.

BPI Private Banking has been honoured with 6 international awards. Worth

particular note were the five awards obtained at the Global Private Banking

Awards organised by Euromoney, where it was named "Best Private Banking

in Portugal 2025" for the third year running. It was also named "Best at

Empowering Relationship Managers" for Private Banking in Europe at the

PWM Tech Awards and "Best CRM Initiative" at the Global Private Banker

Wealth Tech Awards.


	Best Private Banking in Portugal 2025			Best Private Bank for empowering digital relationship managers 2025

BUSINESS BANKING

Business customers up to €500 M in turnover.

CaixaBank Business runs an exclusive model for looking after companies,

having cemented 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 at

214 centres distributed throughout Spain, with 214 centers distributed

throughout Spain, where it has 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: serve legal entities with a turnover of between

€2 million and €500 million.

| SME Store centres: serve legal entities with turnover of less than 2

million euros.

| 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.

| Day One centres: specialising in providing services to start-ups,

scale-ups and their investors, getting closer to their concerns,

dynamics, needs and speed of development.

An increase in market share, the financing of sustainable transactions and

projects, and digitalisation were the segment’s priorities in order to support

companies’ sustainable growth and drive their transformation.

_MAIN FIGURES


	€68,465 M			214 Centres¹
	in investment			Dedicated exclusively to companies and SMEs; more than 2,200 professionals
	€64,368 M in 2024			226 in 2024

Leaders


34.2 %	32.5%	26.3 %
Received	Issued	Factoring and r everse factoring
Share of international guarantees in Spain		Factoring and r everse factoring
36.3 % in 2024	33.6 % in 2024	24.9 % in 2024

SMEs

In 2026, the Business Banking service model evolves to

provide more personalised and specialised service,

ensuring support for companies’ growth and

competitiveness in an increasingly demanding

environment.

The new model redefines corporate segmentation and

assigns dedicated relationship managers and

specialised services based on each company’s profile,

potential and needs, in order to deliver a closer, more

efficient and more proactive service. To this end,

Business Banking is organised into four segments, based

on criteria such as turnover, sector of activity, current

value, growth potential and level of investment: micro,

small, medium-sized and large enterprises.


	589
	SME segment managers
	596 in 2024

¹ Includes 142 business centres and 72 SME Stores.

MILESTONES OF 2025

| Partnership agreement with CEOE (Spanish Confederation of

Business Organizations) to make available to member companies a

€45 billion financing facility over the 2025-2026 period.

| 6 Coffee & Break sessions were held with clients, attended by 635

clients, and 5 Talks with 1,898 attendees. In addition, the Puerta al

Exterior forums were held in seven cities, with the participation of

more than 200 companies.

| The 9th edition of the CaixaBank Premio Empresaria was held to

recognise female entrepreneurial talent.

| Launch of new products, including the Supplier Credit for exporters,

the Travel Business prepaid card to facilitate business travel for

professionals, SMEs and self-employed individuals, and the online

product Ready to Finance, which enables the financing of taxes and

mass payments. Likewise, a new range of acquisition-focused

products was introduced (discounted loans and a no-fee account

for the online channel).

| Launch of new services, such as Inblock, the new platform that

validates invoices using blockchain, and the Beneficiary verification

service within the SEPA area prior to authorising a transfer.

| New operating model for the corporate HUB that centralises key

processes, optimises resources and improves coordination

between teams, driving more efficient, collaborative and results-

orientated management.

| The rollout of remote signing, with the use of digital signature as an

agile, secure and efficient solution that allows customers to sign

from anywhere, at any time.

| Training sessions were held with corporate teams to support

ongoing development, strategic alignment and the enhancement

of key skills.

| An agreement was signed with CESCE (Spanish Export Credit

Agency) to provide coverage for transactions aimed at supporting

the internationalisation of Spanish companies.

SUSTAINABILITY BOOST

As part of its commitment to sustainability, CaixaBank Empresas has a

dedicated sustainability team, with representatives in all Territorial

Directorates, designed to provide a comprehensive service and tailored

support to companies on their journey towards a more sustainable and

decarbonised industrial model.

In this regard, during 2025, Business Banking continued to promote

sustainable financing (see section “Sustainable Finance”). Likewise, client

participation in various social programmes, such as GAVI or Incorpora, was

promoted (see section “Social action”).

FINANCING FOR COMPANIES

In 2025, market leadership in transaction banking was maintained and

further consolidated. This leadership is reflected in CaixaBank’s position in

this area:

| Leaders in factoring and reverse factoring solutions, holding a 26.3

% market share as of December 2025.

| A benchmark in international trade, supporting companies in their

international expansion and participating in the main events and

forums.

| Leaders in international guarantees, both received and issued, with

market shares of 34.2 % and 32.5 %, respectively. It also ranks first in

documentary export credits, with a market share of 30.2 %.

| As a pioneering bank in the field of collections and payments, it is

the only domestic bank to offer the Request To Pay service and

leads the way in outgoing instant transfers, with a market share of

26.7 %.

Further highlights in 2025 include the fact that commercial loans and leasing

solutions were among the main drivers of investment growth in Business

Banking, with year-on-year growth of 6.8 % and 9.0 %, respectively. Likewise,

investment in guarantees recorded a very positive performance, with growth of

over 7.9 %, both in domestic guarantees (+7.2 %) and international guarantees

(+10.9 %). In the Treasury area, progress was made in diversifying revenues

through foreign exchange and commodities hedging solutions, helping clients

to keep their costs under control in a context marked by heightened

geopolitical uncertainty.

Business in Portugal

Support for companies and financing

| Strengthening the offer to support companies. Worth particular

mention is the new BPF Invest Export line, which offers financing to

support internationalisation; the new PDR 2020 cash management

line, aimed at the agricultural sector, to support the cash

management of companies linked to agri-food production and

processing; and the reinforcement of the BPF InvestEU line, to

support investment and the competitiveness at companies.

Knowledge promotion, training and dialogue

| Webinar on macroeconomics. It aims to share perspectives on the

current economic context.

| “Liderança feminina: a inspirar carreiras" meetings with

testimonies by female leaders.

| BPI Customer Meetings. Especially aimed at SMEs. The meetings

promote dialogue and the exchange of knowledge. Sessions on

cybersecurity and corporate governance were held in 2025.

| Business with the World, sessions on international trade organised

with specialists from BPI and CaixaBank (Algerian, American and

Chinese markets).

| ‘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. Presentation of the

National Water Prize to a Portuguese project.

Boosting innovation

| Energy efficiency programme for SMEs. It seeks to support

companies in optimising their energy resources, increasing their

competitiveness and contributing to a sustainable future.

| Support for innovation: launch of new editions of awards and

statutes that promote the economy, highlighting: COTEC Innovative

Statute, National Innovation Award, Emprende XXI Awards, BPI Mulher

Empresária Award and National Agriculture Award.

Transition to a sustainable world

| Green talks on sustainable financing. Cycle of internal training

sessions with the aim of establishing the knowledge bases to

promote sustainable financing.

| BPI/CBRE Alliance for the sustainable transition in the real-estate

sector. It aims to support real estate investors in the process of

sustainable transition, with a focus on the construction and

renovation of commercial real estate.

| Boosting sustainable finance, with lending to support energy

efficiency, decarbonisation and business innovation, consolidating

the role of BPI as an agent of the sustainable transition.

Operational excellence

| Renewal of the AENOR quality certification, confirming the

excellence of the service offered by BPI’s Business Banking division.

| Integration of the SIBS ESG Portal in BPI Net Companies, allowing

companies to access sustainability information and tools directly

via homebanking, reinforcing digitalisation and responsible

management.

| BPI was honoured at the Euromoney Awards for Excellence with

three major awards for its business banking.

_RECOGNITIONS IN 2025



			Best ESG Bank in Portugal 2025
			Best Bank for Large Companies in Portugal
			Best Digital Bank in Portugal

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, offers different specialised solutions for the

hotel and tourism sector. 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.

CaixaBank Hotels & Tourism, currently has a total loan portfolio for the tourist

accommodation sector of 10,000 million euros and close to 13,400

customers.

2025 Milestones

| Start of international hotel financing activity with branches in

London, Milan, Frankfurt and Paris.

| Renewal of the CEHAT agreement with a line worth 2,500 million

euros (an increase of 200 million euros compared to the previous

year).

| A strong boost to the SME segment, with numerous meetings with

hoteliers throughout the country that have resulted in a very

significant growth in production, specifically 37 % in the number of

operations and 64 % in the amount granted up to December.

| The Bank's commitment to promoting sustainable production

remains unchanged. In 2025, with a record level of more than €4,312

million in credit granted, of which €800 million was in sustainable

lending to this sector, reinforcing the strategy to support sustainable

and responsible tourism (see section “Sustainable finance –

Sustainable business”).

| CaixaBank has been present at the main tourism events and

forums at national and regional level, supporting and promoting

the sector.

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

specialisation in the real estate development sector and consolidate the

service it provides to companies in this sector. From the Real Estate

Business Centres, with more than 160 specialised professionals, providing

coverage across the entire country.

In 2025, real-estate projects for both sale and rent were financed in excess

of €3,310 million. These projects entail the construction of more than 11,986

housing units, to be completed over the next few years and to help to meet

current market demand and need.

In 2025, advice was provided to the developer throughout the construction

process, from the start of construction to completion and delivery of the

housing units, with more than €700 million of financing being extended to

the buyers of these housing units through the subrogation of the developer's

loan.

Milestones in 2025

| The commitment to sustainability has been maintained, with more

than €1,484 million in financing aimed at green and social

developments (see section “Sustainable Finance – Sustainable

Business”).

| Highly trained team adapted to a constantly evolving market.

During 2025, training courses were held on new construction models

and the use of AI applied to the sector.

| Sign-off of the ICO MRR line, to facilitate the financing of social and

affordable rental housing units.

| Participation in 29 events across 13 locations, attended by more

than 39,000 participants, and the holding of the 2nd Real Estate

Homes Convention&, with the participation of 300 sector specialists.

DayOne is CaixaBank's specialised

banking service, created to support

and accompany young, fast-

growing companies with a global

reach.

DayOne offers a specialised banking service for technology and innovative

companies and their investors. Its strategy redefines the connection to the

ecosystem and transforms the way it interacts with startups, scale-ups and

investors, aligning with their concerns, needs and pace of growth. It has

tailored products and services and offers specialised solutions for the

innovation ecosystem. It also connects customers with key players and

stakeholders at innovation hubs, facilitating their access to global markets

and strengthening their strategic relationships.

It also has Venture Debt , a strategic financing alternative that allows

growing technology companies to access capital without diluting the

founders' stake, complementing venture capital rounds. CaixaBank DayOne

thus supports the potential of innovative companies at every stage of their

development.

To this end, it has more than 35 financial consultants specialising in foreign

trade, cash management and financing, as well as in asset management,

investment banking, A&M and fundraising, accompanying each customer at

every stage of their expansion and providing expert advice.

Likewise, its DayOneHub centres, located in Barcelona, Madrid, Valencia,

Bilbao, Málaga, Murcia and Zaragoza, act as exclusive meeting points for

talent and capital. Through participation at private events and meetings, it

regularly connects its customers with strategic high value-added partners.

Milestones in 2025

| Consolidation as a financial partner of the innovation economy,

with a tenfold increase in customers since 2017.

| Focus on the new lines of financing for companies of the DayOne

ecosystem to boost innovation (InvestEU).

| Boosting Venture Debt activities for scaleup customers to support

their growth.

EMPRENDE XXI AWARDS

Since its inception in 2007, the initiative

has invested €9.9 M in cash awards

and actions to support entrepreneurs, benefiting over

560 companies

The EmprendeXXI Awards are an initiative promoted by CaixaBank, through

its specialised DayOne division and awarded in collaboration with ENISA in

Spain and with Banco BPI in Portugal. They were created a view to

promoting, supporting and recognising the technology-based and

innovative start-ups with the greatest growth potential in Spain and

Portugal.

Emprende XXI Awards - 2025 Edition

The call for submissions for the 19th edition of the PEXXI Awards ended on 10

December. The awards ceremony will take place in May 2026.


	1,006	€0.9 M
	Participating companies from Spain and Portugal. 960 in 2024	In prizes (cash, international training and visibility). €0.8 M in 2024

At this edition, 19 regional prizes will be awarded, one for each Autonomous

Community in Spain and 2 in Portugal as well as 8 Tomorrow's Challenges

Awards based on 3 categories to identify projects with a real impact on the

economy, people and the planet:

| Business Transformation: Driving innovation with a transformative

impact for companies, professionals and the market.

| Human Well-being: Focus on solutions for a good physical and

emotional quality of life for people, with a real impact on their daily

lives.

| Living Planet: Commit to innovative solutions that contribute to the

ecological transition and sustainability.

In addition, 2 runners-up prizes will be awarded for Disruptive Innovation

and Corporate Impact.

CORPORATE & INVESTMENT BANKING

Corporate customers with a turnover exceeding € 500 M,

institutions, international clients, and financial sponsors.

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 the relationship with national and

international corporate clients with the fundamental purpose of becoming

their financial provider of reference. They are fundamental pillars for this

purpose: sector-based segmentation, a presence in Madrid, Barcelona and

Bilbao, close client relationships, and a broad, differentiated range of

structured finance products. It is also active with multilateral organisations

and entities, both national (such as the ICO¹) and international (IFC², EIB

Group³, among others).

International Banking offers support to branch, CIB and Business Banking

customers operating abroad and to large foreign corporates in their

countries of origin through its 26 international points of presence and

almost 300 professionals.

Institutional Banking serves public and private sector institutions through a

value proposition that combines highly specialised teams, proximity to

customers and a comprehensive set of financial services and solutions

tailored to their needs through 13 institution centres and more than 122

professionals.

¹ Instituto Oficial de Crédito. (Corporate State-owned Entity)

² International Finance Corporation.

³ European Investment Bank.

_KEY FIGURES 2025



	€115,022 M			€23,191 M
	in investment €106,040 M in 2024			Sustainable financing €19,530 M in 2024



	€15,595 M			€5,619 M
	Financing to commercial banks in the field of representative offices €12,994 M in 2024			Investment in asset finance €5,881 M in 2024

International presence



■	17	■	6	■	2	■ ■	2
Representative offices		International Branches (8 Offices)		Spanish Desks		Subsidiaries (100 %)



	The team of	Agreement with
	>300	>1,550
	Professionals in 24 different countries	Correspondent banks

MILESTONES IN 2025

| There has been a significant increase in fee and commission

income linked to specialised lending operations, reflecting the high

level of activity in the year.

| The increasing focus on international business, can be seen in

factors including the 21% increase in business volume at

International Branches,

| In terms of the market for syndicated loans, 2025 was a strong year

in terms of activity. Although activity was subdued during the first

half of the year due to global geopolitical factors, such as tariff

policies, transaction volumes have increased compared with

previous years, with a greater presence of corporate refinancings

than in other periods, as well as financing focused on energy

transition projects.

| CaixaBank maintains an outstanding first position by volume as

bookrunner in the Spanish market, according to the main agencies

(Refinitiv, Dealogic and Bloomberg) and has participated in

practically all the most important transactions of the year.

| Investment was boosted in Commercial Real Estate, with particular

dynamism in the residential market and living, as well as the

resurgence of offices and Retail operations. The Real Estate team

once again led the Spanish market and advanced in its

international expansion with operations in the UK, Italy, France and

Portugal.

| Transactional Banking continues to strengthen its development,

which has resulted in greater agility and the capture of unique

operations with longer average maturities. During 2025, the

Sustainable Supply Chain Finance (SSCF) product was launched,

which sees suppliers with the highest ESG commitment benefitting

from better financing conditions. This product, which won the "The

Innovation of the Year" award at the IMPACT Investment Awards

2025 of Environmental Finance, is an innovative proposal and

positions CaixaBank as a benchmark in sustainable financing.

| CaixaBank consolidated its position as the world's leading bank in

reverse factoring, in the programmes of the Inter-American

Development Bank (IDB), the International Finance Corporation (IFC)

and the Asian Development Bank (ADB) and was ranked amongst

the top 3 at EBRD, the European Bank for Reconstruction and

Development. These programmes cover key sectors such as

renewable energy, energy efficiency, industrial recycling and

sustainable agriculture.

| The commitment to the institutional sector was reinforced as part

of a strategy focused on sustainability, financial inclusion and

service excellence. A demanding pricing policy has been

maintained for public sector investment in a highly competitive

environment, while training in key areas such as cybersecurity has

been promoted, helping to improve the digital risk protection of

institutional clients and to strengthen their technological culture.

| Support for the voluntary sector and social institutions has been

consolidated, offering adapted financial solutions and promoting

training programmes that reinforce their management capacities

and social impact.

| CIB maintains its firm commitment to sustainability and has a

specialised team to offer an end-to-end service and personalised

support to large corporations in their transition towards more

sustainable and decarbonised industrial models. Throughout 2025,

sustainable financing was further promoted, as discussed at

greater length in the “Sustainable finance” section.

(

DISTRIBUTION MODEL

CaixaBank has an omnichannel distribution platform tailored to its clients’ preferences.

CaixaBank continues to develop its distribution model. A model designed to

respond to the new needs and preferences of its clients in a constantly

evolving environment. In this context, the Group is moving forward with the

modernisation and redesign of its digital channels to enhance the

customer experience, boost digital sales and develop new capabilities.

These initiatives make it possible to simplify processes, increase customer

autonomy and offer more agile, personalised and secure solutions, while at

the same time strengthening operational efficiency and the adaptability of

the commercial model.

The complementarity of digital and remote channels with the largest

physical network in Spain strengthens the Group’s ability to deliver a

comprehensive service, combining physical proximity with the flexibility of

non-face-to-face channels.

Looking ahead, CaixaBank will continue to promote specialised and

personalised service, underpinned by the upskilling of its teams, advanced

use of technology and the integration of all its channels. This approach

makes it possible to consolidate a balanced, sustainable and customer-

centric distribution model, strengthening the Group’s value proposition and

contributing to the achievement of its strategic objectives.

_AN OMNICHANNEL PLATFORM WITH THE MOST EXTENSIVE BRANCH NETWORK IN SPAIN, COMBINED WITH BEST-IN-CLASS REMOTE AND DIGITAL

RELATIONSHIP MODELS.

DIGITAL –

neobank

experience

BRANCH

NETWORK

REMOTE

MANAGER

WEB +

MOBILE

“Mobile” young customers

Simplified offer including non-

financial services

Customers who prefer

face-to-face contact

Fully autonomous or

omnichannel digital

customers

Customers who prefer a

remote manager

IN-PERSON

REMOTE

PHYSICAL NETWORK

BRANCH NETWORK

CaixaBank has the most extensive branch

network in Spain, with 3,542 retail branches. In

recent years, the branch network has remained

stable, with only minimal adjustments, mainly in

urban areas and associated with the rollout of

the Store branch model. In this context,

CaixaBank maintains its commitment not to

withdraw from any municipality across the entire

national territory.

In addition, CaixaBank has continued to promote

and expand its mobile branch service.

CaixaBank’s branch model is divided into urban

and rural formats, adapting to the

characteristics and needs of each environment

in order to ensure close, specialised and efficient

service.

In Portugal, the bank remains firmly committed

to maintaining a significant physical branch

network, which ranks among the most extensive

in the country. Likewise, in Spain the branch

network has undergone a gradual reduction in

recent years, particularly in urban areas with

high levels of digital adoption.

_SPAIN BRANCH NETWORK


n	3,542	Retail
n	450	Other retail customer service centers
n	153	Business banking¹
n	86	Private Banking
n	13	Institutional Banking
n	1	Corporate Banking
n	6	Institutional customer service centers


	4,251 branches ²
	4,280 in 2024

_PORTUGAL BRANCH NETWORK


n	259	Retail
n	29	Business banking
n	13	Premier/Private


	301 branches
	303 in 2024

¹ Includes 142 Business Centres and 11 Promoter Centres.

²Excludes international branches (9) and representative offices (17).

Urban model

CaixaBank continues to focus on its urban Store

branch model, with 923 branches as at

December 2025. These branches, which are

larger than conventional branches, offer a

differentiated customer experience thanks to:

| Uninterrupted opening hours in the

mornings and afternoons.

| Teams of specialised managers.

| An expanded offer of commercial and

technological services.

CaixaBank also has flagship centres under the All

in One concept, fusing design, technology and

expert advice. These spaces offer co-working

areas and training activities, strengthening ties

with clients in an innovative environment.

Currently, in Spain, there are All in One centres in

Barcelona, Valencia, Madrid, Ibiza, Burgos,

Castellón, Segovia, Pamplona, Santa Cruz de

Tenerife, Las Palmas de Gran Canaria and

Murcia.

Rural model

CaixaBank has 1,397 rural branches in towns with

fewer than 10,000 inhabitants and 442

“Ventanillas” (Counters) in rural areas. It also

happens to be the only bank with a branch

model presence in 463 municipalities. This

network is complemented by 29 mobile offices,

which cover 1,413 towns in 17 provinces (see

section "Proximity").

SPECIALISED OFFICES

CaixaBank’s specialised branch model forms

part of its commercial segmentation strategy

and its approach to adapting the physical

network to the different needs of its customers.

ATM NETWORK

CaixaBank's self-service network is now the largest in the country, with

over 11,000 ATMs nationwide, offering up to 250 different transaction types.

ATMs enable transactions to be carried out 24 hours a day, 365 days a year,

through a fast and intuitive experience with enhanced security for each

transaction.

In 2025, CaixaBank carried out various initiatives aimed at optimising the

operation of the ATM network. Among the measures adopted, particular

emphasis was placed on defining new error messages on ATMs, thus

helping customers to understand possible incidents and successfully

complete their transactions. Meanwhile, Customer Journeys are being

adapted in line with the new accessibility regulations, and progress is being

made in improving network monitoring and management in order to

increase availability.

More than 6 % improvement in

customer ratings of the channel in

the last year.

Moreover, CaixaBank strengthened the functionalities of its ATM network

by incorporating a new service that allows outstanding debt payments¹ to

be made quickly and autonomously, either in cash or by transfer. Their

design is intended to absorb part of face-to-face transactional activity,

freeing up time for relationship managers and improving operational

efficiency.

The service is available 24 hours a day, seven days a week across the entire

ATM network and will be expanded to also allow payments of loan and

credit card debt. In addition, the option to make these payments at the

counter with personalised service will be maintained.

CaixaBank maintains its

commitment to improving the

quality of its ATM network by

promoting new initiatives focused

on optimising its operation and

enhancing the efficiency of

customer service.



	11,034		1,238
	ATMs in Spain		ATMs in Portugal

¹ Includes the payment of bills, taxes, fees and fines, as well as the regularisation of outstanding or returned amounts.

DIGITAL CHANNELS – WEBSITE + MOBILE

CaixaBank brings together all the Group’s digital services under a single concept.

Leader in digital channels

CaixaBankNow is CaixaBank’s digital banking

platform, available both via the mobile app and

online banking website, enabling customers to

manage all their financial transactions remotely

and securely, with 24-hour availability.

_ BREAKDOWN OF DIGITAL CUSTOMERS


	12.7 M		1.0 M
	Digital customers – Spain 12.1 M in 2024		Digital customers – Portugal 1 M in 2024

Breakdown of digital customers in Spain


41%	n100 % digital
59%	n Omnichannel


68%	n Mobile
16%	n Mobile + web
16%	n Web


Breakdown of digital customers in Portugal
	0.8 M	0.8 M
	Regular Digital Banking use 0.3 M in 2024	Regular users of the BPI App 0.8 M in 2024


Intensity of digital use
	5.4 M	2.4 M
	customers connect daily ¹ 5.2 M in 2024	Top Heavy Users² in Spain 2.2 M in 2024


Mobile channel in Spain
	5.1 M	8.0 M
	in mobile phone purchases 3.4 M in 2024	cards downloaded to mobile phone 5.5 M in 2024

¹ Daily volume of individual customers who connect to digital channels, as

an average over the past six months.

² Customers who have connected to digital channels more than 130 days

during the past six months.

Awards and recognition

Best Digital

Bank in Spain

2025

Innovative

European

Bank of the

Year 2025

Best Digital

Private Banking

Institution in

Europe 2025

REMOTE MANAGER

Due to its characteristics, it is a relationship model that is particularly

suitable for the Group'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.

The customer has a reference manager who can be contacted, 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.


	7.6 MM		2,488
	Customers within the Connecta relationship model 3.3 M in 2024		Employees at Connecta 1,897 in 2024

The remote digital relationship model is

consolidating as one of the main axes of the

relationship with the customer , allowing a

more fluid and efficient experience. This

approach responds to a customer with a

digital profile, low branch usage and limited

time availability.

KEY MILESTONES IN 2025

| Implementation of the BPA Model (Shared Customer

Management). An operating model has been established that

enables the joint management of CaixaBank and imagin customers,

with the aim of optimising efficiency and extending commercial

coverage.

| Promoting the imagin model. Lines of action have been defined to

match the capabilities of CaixaBank's and imagin's value

propositions, with the consolidation of the personal manager model

in imagin and the development of specific management tools for

imagin.

| The integration of Artificial Intelligence – AgentForce project

(Salesforce). The rollout of artificial intelligence solutions applied to

commercial management has begun.

| Deployment of the CoBrowsing Service. A tool has been

implemented that enables real-time screen sharing of the NOW

App between the client and the relationship manager.

| Development of the HolaBank and AgroBank Models. A remote

service model has been created with specialised managers for the

HolaBank and AgroBank segments.

imagin is the leading neobank among young people in

Spain, supported by CaixaBank and with a clear vocation

to have a positive impact on society.

imagin, 100 % digital banking with 4 M

customers



	3.1 M
	Adults



_APP IMAGIN
	52.5%	86.1 M	10.7 M
	of imagin users access the app more than three times a week	monthly logins to the app	monthly Bizum transactions via imagin
	8.8%	54.3%
	Payroll market share	customers with directly paid income



	0.9 M
	Minors



_APP IMAGINTEENS (12–17 YEARS OLD)
29%	3.1 M	0.3 M
imaginTeens users access the app more than three times a week	Monthly logins to the app	monthly Bizum transactions via imaginTeens

EXTENDING THE VALUE PROPOSITION

With the aim of increasing customer engagement and supporting them

through the various needs that arise throughout their life cycle, the

portfolio of financial products was expanded in 2025. Among others, the

following products have been launched:

1. SAVINGS AND INVESTMENT

| Bitcoin ETP: 1st cryptocurrency product.

| Enhancements to the broker service, including the introduction of

limit orders for shares and ETFs and an expansion of the product

catalogue.

2. PAYMENTS

| Travel card: consolidation of the debit card with travel-related

benefits, including non-euro currency purchases and commission-

free international cash withdrawals for customers aged 12 to 25 and

those aged >26 with a salary account.

| imagin e-Card: prepaid card for making online purchases securely.

| Homepay: money remittance service abroad (Colombia and Peru).

| Bizum Teens: transactions available for adolescents aged 12 and 13.

3.ENGAGEMENT

| Cashback programme: service enabling savings on selected

brands when paying with imagin cards.

4.CONSUMER

| Used vehicles: purchase and financing of second-hand vehicles.

| Facilitea Casa: real estate portal for searching, buying or renting

homes and accessing other related services.

| Mortgages: opening of new agreements with Autonomous

Communities to offer financing of up to 90 %.

Active agreements

| Skills & Education Loans: expanding presence within Spanish

university campuses.

Agreements with universities and vocational training centres

CONSOLIDATING A NEW REMOTE MANAGEMENT MODEL

In 2025, a significant transformation has been carried out in the

customer service and relationship model of imagin , consolidating the

remote management model. This new model has allowed for greater

personalisation and proactivity in accompaniment, reinforced by a team

of specialist managers (Connecta) and new communication channels,

such as the wall or the chatbot.

SUSTAINABILITY, TRAINING AND SOCIAL VALUE



		imagin renewed its B Corp certification with a score of 88.6 points (+8.6 points compared with the initial certification), thereby reinforcing its commitment to a conscious and responsible business model.

Commitment to sustainability

imagin, through its imaginPlanet programme, promotes positive-impact


4,118	618	+12,000
Participants in the 5th edition	Participating teams in the 5th edition	Alumni

initiatives aimed at conserving the natural environment and creating

social value.

Conservation of seas and oceans


300 tonnes	20,000
CO2 offset by imaginPlanet impact programmes in 2025	Corals protected under the ‘Med Coral’ programme. 180,000 since 2023 .

“Proyecto Fluye”

In 2025, imagin launched a national plan for the regeneration of river

ecosystems in Spain, with the aim of intervening at the source of the

impact before waste reaches seas and oceans. The Plan entails two lines of

action: waste removal and replanting of vegetation.


304 tonnes	658
Waste removed	Volunteers

Commitment to financial literacy and entrepreneurship

imaginPlanet Challenge

In 2025, the 5th edition of the imaginPlanet Challenge programme took

place, in which young people develop business ideas with a positive impact.

The winning team, Myko, proposes transforming organic waste into

sustainable and biodegradable materials.

imaginAcademy

The imaginAcademy programme aims to bring finance closer to young

people in an accessible, direct and engaging way (see section the

“Financial culture”).

Technology and digitisation

CaixaBank, within the framework of the

Strategic Plan 2025-2027, aims to

accelerate investment in IT in order to

support business growth.

CaixaBank continues to drive its technological transformation as a strategic

lever for growth and improved commercial efficiency. Investment in

technology of more than €5 M between 2025 and 2027 , with the Group

defining an ambitious plan focussing on three priorities:

| Drive agility, service and business potential, through channel

renewal, application modernisation and process simplification.

| Continue to develop cutting-edge capabilities to improve

business intelligence and operational efficiency, by accelerating

the adoption of the cloud, integrating artificial intelligence and

attracting the best talent.

| Increased resilience and flexibility, through improved cybersecurity

architecture, performance and standardisation of technical and

functional architecture and the optimisation of back-office

processes and monitoring.

To achieve this, the Group will rely on the following cross-cutting levers:

| Accelerate the adoption of the cloud (scalability, agility and

efficiency).

| Strengthen and internalise key competences, with the recruitment

of 1,000 IT professionals within the horizon of the Plan.

| Scale the adoption of generative artificial intelligence and new

technologies to transform operations and increase productivity,

with solutions ranging from virtual assistants for customers and

employees to tools for process automation and code generation.

These initiatives reduce response times, improve customer

experience and optimise operational efficiency.

In recent years, investment in technology has been a key pillar of

CaixaBank's strategy, which has improved infrastructure resilience, agility

and commercial efficiency.

_INVESTMENT IN TECHNOLOGY AND DEVELOPMENT (€ M)


	>€5,000 M
	Total technology and digitalisation spend in 2025-2027 ¹

¹ Includes CapEx and OpEx.

² Includes, among others, €550 M corresponding to IT developments, specifically software additions mainly developed

by third parties (see note 16.2 Other intangible assets in the consolidated financial statements).

COSMOS PLAN

Within the framework of the second line of the 2025-2027 Strategic Plan,

CaixaBank has launched the Cosmos Plan (2025–2030), designed to scale

up the transformation of the Group’s operational and technological model

and with the ambition of covering four major objectives:

1. Capacities for enhancing the agility of the business. (Re)inventing

our business processes and channels with a dedicated model for

the interaction and management of our customers and business,

enabling new income streams.

2. Develop new cutting-edge capacities. Modernising our technology,

making it more agile, flexible and resilient by leveraging Data and AI

and new capabilities to adapt to the needs of our business.

3. Operational excellence and efficiency of the cost model . Seeking

operational excellence and efficiency as part of our cost model to

focus on continuous improvement and service for our business

operations.

4. Strengthening existing systems. Strengthening our technology

platform with the highest security standards to make it more agile,

flexible and resilient.

Cosmos not only drives technology, but also the performance of the

operational and people model, consolidating a secure, flexible and resilient

platform allowing CaixaBank to maintain its leadership and face the

challenges of the future.

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 and use experience.

In 2025, CaixaBank continued to focus on strengthening resilience

measures, aimed at improving the availability and response times of

channels and the cross-cutting infrastructures that support them. In parallel,

measures have been implemented to contain consumption and the

associated cost, despite the increase in the volume of transactions. To this

end, the use of infrastructure has been optimised and more efficient and

cost-effective state-of-the-art technologies have been incorporated, such

as the referral of query transactions to the cloud.

The continuous improvement of the IT infrastructure is a pillar of the

Group's management. There are 3 high performance data processing

centres (DPCs) that cover the needs of the business and are continuously

evolving to increase their efficiency and level of resilience to new risk

scenarios, including cyber resilience (see section "Cybersecurity"). In this

regard, based on CaixaBank's commitment to sustainability, the electricity

consumption of the DPCs is stable with a downward trend, as a result of the

actions carried out for this purpose.

Additionally, there's a persistent push towards cloud migration with a view

to lowering 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-premise

environments.


	4.2
	QUALITY and RESILIENCE. CSF indicator.

Continuous improvement of the

IT infrastructure allows processing ever increasing

volumes.


	315,537 M
	Transactions processed.
	275,229 M in 2024

	~ 40,000
	Transactions per second.
	~ 33,000 in 2024

	~ 87%		2,664
	Relevant incidents resolved in less than 4 hours.		Applications managed in the cloud.
	~ 88 % in 2024		1,788 in 2024

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.

In line with the Group's strategy, the Cosmos programme, features an

initiative whose objective is to respond to the growing demand for

advanced analytics and artificial intelligence and the transformation of the

technological platform towards a cloud-based solution.

This initiative is based on three main 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 (see section "Artificial Intelligence").

| Boost talent: Training and certification of users in those areas

affected by the new platform.

To drive the initiative forward, a multidisciplinary and transversal working

team was created to ensure that the design of the platform meets the

Group'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.

In line with the established plan, during 2025, new platform releases have

been delivered, focussing on providing the necessary capacities to provide

an end-to-end platform for the ideation and productisation of data and

machine learning applications that cover the current functionalities of

DataPool and new capacities related to generative artificial intelligence.

These capacities have made it possible to meet the strategic objective of

leveraging advanced analytics and artificial intelligence in business,

developing and putting multiple use cases into production that generate an

economic return and an intangible benefit with an impact on agility and

time-to-market.

JOURNEY TO CLOUD

CloudNow is the programme dedicated to evolving CaixaBank systems

towards the public cloud. This programme will follow a cloud strategy based

on three main pillars:



Cloud first	Hybrid cloud	Multi-cloud
The latest in cloud technology.	Follow a progressive approach balancing infrastructure on- premises 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, CaixaBank reached an agreement with

IBM to gradually shift the loads from the Bank's platform to IBM Cloud. After 4

years of the project, more than 1,300 migrations have been implemented.

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

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

our data centres 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 2025, alongside the migration to IBM Cloud

Multi Region Zones, 40 applications were revamped and deployed onto a

new private cloud infrastructure.

In addition, making progress with the hybrid multicloud

39 %

Cloud

Absorption in

2025

strategy, in 2025, the strategy for hybridising

transactional loads between onPrem and IBM Cloud

Madrid was continued, including the setup of DataGate

and progress with 7 of the systems in the plan to move

SAP systems to the cloud.

CloudNow ended 2025 with additional landing zones for

BPI and Red Hat OpenShift Kubernetes Service (ROKS) and

initiating a new cloud provider on Google Cloud Platform

(GCP) to make progress with the multicloud hybrid

strategy. In the future, the drivers for new load migration

will focus on resilience improvement and economic

return.

IMPLEMENTATION OF NEW TECHNOLOGIES

Artificial Intelligence

The adoption of Artificial Intelligence remains a strategic focus, with the aim

of offering scalable and robust services to customers and employees, as

well as optimising financial services through the use of advanced

technology.

In this context, CaixaBank has formalised a governance framework for the

development and use of Artificial Intelligence, ensuring that it is adopted

responsibly, securely and in line with the Group's strategic objectives.

As a result, in line with the priorities established by the European Artificial

Intelligence Regulation, in March 2025 the Management Committee

approved the creation of the AI Governance Division, which includes the

figure of Corporate Chief AI Officer (CAIO). This Directorate constitutes the AI

Office, whose mission is to ensure that all AI projects comply with current

regulations, ethical principles and add value to the Group.

The AI Office is based on the principles of responsible AI defined by

CaixaBank, in compliance with legislation and aligned with the Group's

ethical values. These principles include aspects including fairness,

transparency and human oversight and guide its actions and take the form

of four main functions:

| Governance: Implement a risk management and assessment

framework, with clear policies, dialogue with stakeholders and

supervisors and a continuous improvement approach based on

indicators and regulatory oversight.

| Operation: Ensure the responsible development, deployment and

use of AI through a comprehensive quality management system,

ensuring regulatory compliance, risk management and operational

excellence.

| Strategy: Facilitate the adoption of AI, accompanying the business

areas based on their needs, the available technological capacities

and the added value in each use case.

| Culture: Promote training aimed at designing and using AI in an

ethical and responsible way. Collaborate in the process of change

management and in the good use of projects involving AI.

The bases of the AI governance model are currently set out in two

corporate policies:

| From the perspective of the model in the Corporate Model Risk

Management Policy.

| From the perspective of privacy in the Corporate Privacy Policy.

This Policy includes the evaluation of risks related to AI in data

processing activities where AI is involved. This evaluation of AI risks is

already being performed regularly and is reflected in the

procedures of the Privacy Committee.

A corporate AI policy is also being developed. This will include the regulatory

requirements that were implemented in 2025 and those required from

August 2026.

CaixaBank has integrated the ethics of Artificial Intelligence as a pillar of

its technological governance model. For this reason, no AI system takes any

decision that might affect the entity's stakeholders materially or legally 100%

automatically without prior human review.

The Group analyses all proposed AI use cases from strategic, technological,

legal and ethical perspectives.

The Group has a training and development plan for all its employees.

During 2025, CaixaBank has consolidated its commitment to Artificial

Intelligence through the implementation of strategic projects that have

enabled progress to be made in the integration of this technology into

business processes, most notably:

Cognitive Platform And Use Cases

In the framework of the Strategic Plan 2025-2027, more than 10 use cases

have been launched applying solutions in the cognitive platform, including

Analyst of the Future, Probate, Mortgage Processing and Commercial

Catalogue. During 2025, the first AI system of the Cosmos programme, the

document assistant of Analyst of the Future, was put into production.

A new platform release has also been implemented, enabling the

industrialisation of AI solutions for both Machine Learning, and Agent-based

systems, meeting the growing demand of use cases from the perspective of

security, governance, responsible AI and robustness.

Corporate translator

The implementation of the corporate translator has been completed. Until

now, the translation of internal content was done with external tools. Thanks

to this improvement, the Group employs a proprietary solution using

Artificial Intelligence, which makes it possible to offer content in several

languages in a way that is more agile, secure and aligned with corporate

processes. This advance, in addition to representing a technological leap,

enables new opportunities for automating processes that require

translation, reducing time and improving overall efficiency.



	'+6,000
	Documents processed with the corporate translator in 2025

Growth in the use of Document AI

The development of new use cases on the in-house Document AI platform

for smart document processing has continued. During 2025, 26 processes

used this solution, which contains classified documents and information

extracted from more than 50 M requests generated by processes including

but not limited to Signatures, OAC/Data Quality (Assets), LetradoDigital,

Invoices, DNINOW and Cheques.

In addition, a regular testing process has been implemented for the use

cases in production: These reviews measure the degree of automation and

precision in the AI Document models for each use case, validate

compliance with the KPIs defined by business and identify opportunities for

continuous improvement for subsequent prioritisation.



+300	+	35 M
Types of documents processed in DocAI	Pages processed daily at DocAI


Value creation model

P. 142	Business model	P. 165	Distribution model
P. 143	Retail banking : Individuals, premier and businesses	P. 166	Physical network
P. 155	Private Banking	P. 169	Digital channels – Website + Mobile
P. 158	Business Banking	P. 170	Remote manager
P. 163	Corporate & Institutional Banking	P. 171	imagin
		P. 174	Technology and digitisation
		P. 175	Cosmos Plan
		P. 175	Technological infrastructure