Innovation in Electronic Channels, the Essence of our Culture

Trust, social commitment , and quality

Fujitsu Forum 2014

ICM Munich19th – 20th November

Human CentricInnovation


Innovation in electronic channels, the essence of our culture

Xavier Domingo MiróOnline Banking Services Director, CaixaBank

Javier ZornozaATM network Operation Director


Electronic channels at CaixaBank

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In 2013, 91% transactions carried out through electronic channels

Only 9% of

transactions were done through branches

52%Internet + Mobile


Online banking market share in Spain

Global online banking market share in each country

33%

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1st

2nd

3rd

4th

38 %

33 %

%28 %

26 %

Source: ComScore january 2014

3rd

1st

4th

2nd16 %

13%

12%

33%

/

Electronic channels at CaixaBank

CaixaBank is leader in the online banking industry in Spain and internationally


70% of “la Caixa” customers have the Línea Abiertacontract

9,0 Million total customers have the Línea Abiertacontract

5,3 Million total customers use Línea Abierta

+950 different transactions in total (individual & Companies)

8 Million transactions per day

Internet Users1

Internet Transactions2

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“la Caixa” online banking service Línea Abierta


A 100% online process to capture typically online customers

The business driven by new acquired customers belongs to branches

Transformation from a transactional channel to a sales approach

Focus on main products: accounts, term deposits, cards, insurances, loans…

From Transaction to Sales channel

Wide relationship with branches

Branch relationship is merged with online banking

Multichannel relationship strategy

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“la Caixa” online banking service

Three keys to carry on our strategy

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2

3

Customer acquisition channel


Focus on the main bank products

PayrollAccounts

Cards

Loans

Investment funds

Retirement plans

Term deposits

Insurance

14.0% 18.5% 22.5% 25.0%

2011 2012 2013 2014

Sales Channel Absorption –evolution 2012-2014(annual maximum)

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From a transactional channel to a new Sales channel

“la Caixa” online banking service


2001

2008

2009

2010

2012

2014

Mobile Banking Pioneers

“la Caixa” on your mobile phone

Touch Mobile Portal (iPhone)

App for iPhone/Android with Augmented Reality

CaixaMobile Store/NFC Payment Pilot

Apps for SmartTV and GoogleTV

Apps for Google Glass/SmartWatch

“la Caixa” mobile banking service

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Over 100M transactions/month

400 functions available

2M customers/month

MultidevicePersonal BankingAccountsCardsSharesFundsDeposits...

CompaniesCaixaConfirmingCashflowMultisign...

mBanking: Línea Abierta mobile


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2008 2009 2010 2011 2012

1 year

1 month

1 week

1 day

12 hours

2013

4 hours

2014

2 hours

Time to reach 100K mobile customers accessing mobile banking services:

mBanking


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Financial Apps

Non-Financial Apps

Social Apps

The first financial institution with its own app store, with Apps for all the different types of devices

Educational Apps

Research Apps

Other channels

Apps: CaixaMobile Store


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Google GlassesNative App for Google Glasses with branch offices locator and currency converter

Sony SmartWatchFirst financial institution in Europe with a smartwatch app to monitor your favorite stocks.

Avaliable from Feb-14

Apps: Wearable Apps

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Avaliable from Feb-14



Source: RBR

22nd in the world ranking 3rd in Europe in terms of the number of ATMs installed

“la Caixa” ATM networkThe largest in Spain

12,800

11,700

9,696

7,3007,100 7,000

4,9084,470

Sberkan

k

(RUS)

Crédit

Agricole

(FRA)

” la Caixa”

(SPA)Unicredit

(ITA)

Hanko

(UK)

Bankia

(SPA)

BBVA

(SPA)

BSCH

(SPA)

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‘75 ‘80 ‘85 ‘90 ‘95 ‘00 ‘05 ‘10

1979The first ATM

Constant innovation, the hallmark of our ATM network

1981Colour screen

19881.000 ATMs

19935.000 ATMs

19996.000 ATMs

1995Touch screens

1998Operations in 7

languages

2002Voice guidance

Change from pts. to €

2004EMV standard

201210.000 ATMs

2006CaixaFácil menu

2010Punt Groc,

Biometrics test

2012Caixer NFC

“la Caixa” ATM network

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2013New style

book


The 1st ATM in the world with Contactless technology Comes back the world’s fastest cash withdrawal

“Punt Groc”, a new concept in ATM designed with Fujitsu

More commercial and with marketing capabilitiesDesigned for all… more accessibleEasy to use, ergonomics and usability as its finestInnovative, ready to incorporate new operational

capabilities &technologies

... A step towards leadership in ATM

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“la Caixa” ATM network: Innovation at “la Caixa”


A sales channel, the best deal at the best time…

14% of total personal loans contracted at ATMs

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Operating in your own language

16 different languages to choose….


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My usual operations: a personal area with a favourites menu

The transactions that a customer uses most often will appear automatically.

Customers can personalizethese transactions via LíneaAbierta.

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A fancy way to present your corporate and commercial campaigns

Customizing the ATM’s looks with the Clip & Cover

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Increased usability through contactless interaction.

Different tools for different needs Braille signs. Avatar for sign language. Audio.

ATMs equipped with adaptative interface.

APSIS4ALL, ensuring ATM services accessible for everyone

Disability customer profile registered in a smartcard chip. video



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Talent beyond the company 2

Innovation at “la Caixa”The main sources on which we base our innovation process

1 In-house talent

3 Our customers


“Innova”, a tool to share ideas

In-house talent: our employees 1

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To be kept in mind:Always give Feedback: it is relevant for you.Be ready to accept the proposals: Commitment.

We welcome you to

The meeting point of

GOOD IDEAS

Innovation at “la Caixa”


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Since 2011, we celebrated the FinApps Party

It is an event organized by "la Caixa" in which we reward innovation in mobile financial services apps.

During 24 hours, developers are challenged to create apps that improve existing services, offer new ones or optimize the current user experience.

Talent beyond the company2

video



To involve customers in the innovation process, we have created “inspíranos”

Our customers

Our customers can: Suggest a new idea. Vote for ideas that interest them.

Our purpose: Involve customers in the process of

creating new products and services. Respond to specific user needs.

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3



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Customers are invited to share their ideas with us.

IDEA

All contributors are contacted when the idea becomes real and encouraged

to post more ideas.

IMPLEMENTATIONAny contribution is analyzed. We talk

to everyone in less than 24 hours.

ANALYSIS

Customers decide which ideas should be implemented, and actively

participate in the design phase.

DESIGN

Our customers

The secret could be beyond the creation of a network

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A creative environment to involve our clients



Giving our advisors the opportunity to enhance their personal relationship with their customers and promote business opportunities.

Messages and documents exchange Signing assessment contracts Personalised offers and information Videoconference service Signing online operations prepared in branch

The Wall, a new communication channel between the client and the personal banking advisor

A new multichannel management model

More than 280.000 clients have activated their wall.

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The “secret” is just to answer this question:

Are you willing to add “new ingredients” to innovate?

...then, let’s create a new ecosystem to innovate

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Innovation in Electronic Channels, the Essence of our Culture

Technology

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