Integrated Corporate Report 2017
STRATEGIC LINE 4
To consolidate leadership in multi-channel and mobile banking.
To develop the digital relationship, experience and contracting of customers.
To roll out strategies in response to new technologies, new entrants and regulatory changes.
In 2017, 55% of CaixaBank’s customers were digital. The bank consolidated its leading position amongst digital customers with 33% market penetration, 11 percentage points clear of second place.
CaixaBank is continuing to enhance the customer experience and is championing a relationship based not only on availability “anywhere and anytime” but also on offering a truly bespoke service. Since the roll-out of the Strategic Plan, the bank has launched various groundbreaking initiatives such as imaginBank mobile banking, which currently boasts over 500 thousand customers; the “My Finances” smart manager, with more than three million users; the CaixaBankPay mobile payments tool and new online advice channels and services.
CaixaBank is one of the leaders in applying new technologies, such as big data, artificial intelligence and blockchain. Big data and artificial intelligence enable companies to improve their efficiency and the service they provide to customers. CaixaBank is the first financial institution in Spain to launch an artificial intelligence solution, with the imaginBank chatbot. CaixaBank is also involved in various initiatives involving blockchain, including a consortium aiming to facilitate and speed up foreign trade transactions.
Another priority is promoting the multi-channel approach and strenghening commercial effectiveness. The percentage of transactions carried out through Línea Abierta climbed 86% in the year, up 6 percentage points on 2014, freeing up the commercial network to spend more of its time advising and offering added-value services to customers. CaixaBank has also deployed over 29,900 Smart PCs to its commercial and sales employees, thus making them fully functional outside the office and improving commercial activity by allowing products and services to be arranged and signed for digitally.
CaixaBank is also continuing to give the maximum priority to defence against cyber attacks. The bank has a number of control and prevention initiatives under way to guard against cyber attacks and to protect data, processes and systems.
Numerous international awards and accolades have made CaixaBank an international benchmark when it comes to innovation. Highlights here include the “Model Bank of the Year” award from Celent, “Best Artificial Intelligence Project” from The Banker and “Best Digital Bank in Spain and Europe” from Global Finance, amongst others.
Optimising the experience and mobility of digital customers when arranging products and services.
Completing big data infrastructure and helping to develop new big data applications.
Digitalising processes that impact on efficiency and improve the customer experience.
Identifying opportunities for new business models (e.g. Open Banking) and technologies (e.g. artificial intelligence).
Fostering information security strategies.
Business transformation
Transformation and evolution projects for the entity to anticipate and meet the needs of customers, maintaining our competitive advantage and levels of service
Pioneering chatbot for checking customer offers and promotions
New virtual assistant for frequently-asked questions from employees, with natural-language interaction
Recognition
Best Digital Bank
in Spain 2017
Best Digital Bank
in Western Europe 2017
Global Finance
Best global tech
project 2017:
Artificial intelligence
The Banker
+ Quality
+ Convenience
+ Efficiency
Freeing up network resources to improve the customer experience through advice and other value added services
Enabling us to offer tailored services, anywhere and at any time
Transactions by channel
(+41% vs. 2016) in the number of transactions
using mobile devices
Around 30,000 Smart PCs deployed
98% digital signatures
Active customers
55%of customers are digital
Market penetration
31.1% (No. 1 domestic and international)
Transactions made
2,446 million
New solutions
Launch of TimeMap and PlanA, a 100% digital experience that offers an investment plan tailored to the needs of Private and Premier Banking customers
New pension plan recommender based on the customer’s profile
Increase in customers
+15% vs. 2016
Operations
2,736 million
CaixaMóvil Store
3.3million downloads
Advanced services
AppAgroBank, new application for the AgroBank segment
CaixaBankPay, a mobile payment solution using NFC technology, with more than 200,000 regular users
Best Artificial Intelligence project 2017, according to The Banker
Best financial app in the iOS and Android appstores
App
525,000downloads in 2017
Advanced solutions
ImaginBoard, enables P2P payments from WhatsApp and through Apple’s SIRI assistant
Incorporation of Apple Pay
New biometric identification using Face ID
First banking chatbot in Spain
ATMs
9,427
Market share*
18.2%
Operations
641 million
New services
Renovation of the network to improve the overall functionality of our assets
Withdrawals using PIN, with no need for a card
More personalisation of menus
Market share*
23.4%invoicing
invoicing
38,324million euros
POS
373,133installed
Contactless technology
64% of cards (+11.4% vs. 2016) and 90% of POS
32% of total card turnover
Record turnover on Black Friday (+9.3% on cards and +8.8% on POS vs. 2016)