In the second chapter of CaixaBank’s Masterclass series in collaboration with The Banker magazine, Mariona Vicens, head of innovation and digital transformation at CaixaBank, speaks about how the bank has changed its digital transformation strategy during the Covid-19 pandemic, and how the application of innovative technologies has been critical in supporting customers during the crisis.
With the arrival of the Covid-19 pandemic came the need to quickly shift all employee and customer activity to digital channels. Thanks to previous investments in innovation across both internal and customer-facing technologies, CaixaBank was able to respond rapidly and ensure continuity of service for its customers.
From the application of machine learning to risk analysis to anticipate in which situations customers will require financial support from the bank, to the use of biometric technology that reduces contact at ATMs, innovation in technology has helped to continue to support clients as well as keep them safe during the crisis.
To view the other videos in The Banker Masterclass series “Innovation to fuel recovery”, please visit the links below.