How digital banks foster resilience through innovation

摘要

Even before the coronavirus crisis, a digital divide had opened up between banks that relied largely upon traditional business models and those that more actively applied digital technologies and strategies. Organisations that invested at scale in technology, analytics, and digital talent, that embraced the most innovative tools and that developed new digital business models generally saw larger revenue and market share gains than those that did not. But the crisis has proved that those digital strategies have also had a more important and immediate impact on customers and society. CaixaBank's investments (€931 million in 2019) in new digitalised branches, new hybrid assistance models, voice banking, innovative new services based on Al and biometrics, and broader digital transformation have ensured its customers retain access to all the key financial tools and information they need regardless of their location, and its employees to offer the essential financial services that clients demand.