Digital transformation paves the way for an improved interaction with customers in CaixaBank

Posted on 20/03/2019

Digital transformation is an increasingly relevant subject in all industries, and banking is no exception.

CaixaBank is the leading retail banking institution in Spain, with more than 16 million customers and considered as one of the most innovative in the world. With a penetration rate of 32%, it has the largest digital customer base in the country. Currently, 6,1 million customers interact with the bank through its digital channels -58% of the total amount of customers.

In this sense, constant innovation is essential in order to develop and sustain new ways of interacting with the customers, adding value to the tailored services CaixaBank offers and covering customers’ needs.

In order to reinforce the bank’s commitment with its customer, CaixaBank embarked in a project to modernize its data centers with the help of VMware.

The organization’s needs included having the capacity to move loads between different sites, seamlessly integrate new acquisitions or quickly bring into production new services. The solution was to create a IaaS platform, capable of supporting current and future applications.

Thanks to a wide range of VMware solutions, from VMware NSX® Data Center a VMware vRealize® Network Insight™, the organization is now able to deliver applications in a faster way, as well as to respond to business needs with increased agility.

This joint effort together with VMware is part of a global project integrated into a company-wide digital transformation strategy, with a great focus in the quality of its online services.

Thanks to this strategic vision regarding digital transformation, CaixaBank has been awarded with some of the most prestigious international awards, including “Best Digital Bank in Western Europe” by Euromoney, “Most Innovative Application” by the Bank Administration Institute and “Best Technological Project” in the Mobile category by The Banker.

In the words of its CTO, José Luis Romanos, “being able to match digital and human transformation in order to provide a better service for our customers and achieving, at the same time, a more dynamic and secure organization is, without any doubt, something to be proud of”.

Hear more from Romanos on why customer-centric digital transformation is the difference between market growth and company failure in this Agents of Change piece.


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