<\/iframe><\/p><\/div><\/div><div><p><strong>Digitizing the customer experience to operate in an agile, comfortable, and secure manner</strong><\/p><p class="parrafirst-letter bianco parrafocount">For years, we have been experiencing unprecedented changes brought about by the advancement of digitization. Today, we cannot imagine life without the internet; it seems inconceivable not to chat via WhatsApp or not to enjoy our favorite shows on any streaming platform. These are just three examples of how much technology has changed our daily lives in a short time.<\/p><p class="parrafocount">Data supports this new reality. Today, 92% of the Spanish population uses the internet, and 96% of households have broadband, according to the National Observatory of Technology and Society (ONTSI).<\/p><p class="parrafocount">A similar trend is seen with smartphones, which are now the most used devices in our country for connecting to the internet by 96% of citizens, as indicated by the study <em>Mobile and Smart Connectivity 2021</em>, conducted by IAB Spain.<\/p><p class="bianco parrafocount">One consequence of this high penetration rate of smartphones is the boost in the demand for digital products and services. Phones not only serve to receive or make calls, send text messages, or chat. Through them, we can connect to social networks, find out what is happening in the world through digital newspapers, listen to the radio, watch television, shop at large distribution chains or smaller stores, and manage affairs with the Administration, among other utilities.<\/p><p class="parrafocount">Almost half of those who shop online do so via mobile, as it is easier and more convenient. This technological leap has led to a change in consumer habits and expectations, who are increasingly accustomed to the advantages of the digital experience.<\/p><p class="bianco parrafocount">Spanish banking, the second most digitized in the world, is not oblivious to this reality. In Spain, the use of online banking far exceeds the EU average and has already become the preferred channel for customer service. 72% of users prefer to interact with their financial institution through digital means. This reality forces the banking sector into a continuous process of innovation to retain and attract new clients.<\/p><p class="parrafocount">“Just as, in its day, ATMs or credit cards facilitated purchases and payments, the development of digital banking has improved the customer experience, allowing them to interact with their institution in a more agile, comfortable, and secure manner,” states CECA spokesperson Alberto Aza.<\/p><p class="bianco parrafocount"><a href="https://www.ceca.es/" target="_blank" rel="noopener">This banking association</a> is composed of nine financial entities: CaixaBank, Kutxabank and Cajasur Banco, Abanca, Unicaja Banco, Ibercaja Banco, Caixa Ontinyent, Colonya Pollença, and Cecabank. All of them are fully aware of the importance of developing good digital tools.<\/p><p class="bianco parrafocount">Every year, the entities associated with CECA invest up to 1.6 billion euros in innovation. This has enabled them to provide their customers with a greater range of digital products and services, which has been particularly important during the Covid-19 pandemic.<\/p><p class="parrafocount">This effort has allowed many people to continue operating with their bank or savings bank via digital channels, whether from their computers or through mobile applications, with the same normality as if they were visiting their branch in person. In fact, electronic banking users over 65 years old grew by 28% during the coronavirus crisis.<\/p><p class="parrafocount">Hence, these entities have launched initiatives to help this group improve and facilitate their experience. One of these measures designed to bridge the digital divide is the development of <strong> </strong>financial education programs<strong>.<\/strong> In the last three years, the entities associated with CECA have allocated more than 12 million euros to this chapter.<\/p><p><strong>COMMITTED TO FINANCIAL INCLUSION</strong><\/p><p class="parrafocount">Another positive effect of the digitization of banking is that it helps combat financial exclusion. “It brings banking products and services closer to the population without geographical or time limitations and, at the same time, allows for improved customer service,” adds Alberto Aza.<\/p><p class="parrafocount">Since 2020, the use of online banking has increased by 14.8% in rural Spain. This shows that digital channels ensure access to financial services for the population across the country, no matter how far they are from cities.<\/p><p class="parrafocount">Nevertheless, to guarantee adequate service in rural municipalities where there is no branch, CECA sector entities have been operating with alternative channels such as mobile offices (“offibuses”) and financial agents or more innovative solutions, such as <em>cashback</em> and <em>cash-in-shop</em> (withdrawal or deposit of cash in a commercial establishment). Additionally, under the collaboration agreement of banking associations with Correos, the <em>Correos Cash</em> service allows users to make cash withdrawals from their offices or through home deliveries.<\/p><p class="parrafocount">Digital innovation also enables the development of new products and services that were previously unthinkable. One example is Bizum, the mobile payment solution between individuals developed collaboratively by the Spanish banking sector, which already has more than 20 million users.<\/p><\/div> </div> </div> </div> </div> </section> </div> </div> </div> <!-- Otras X --> <section class="ceca-detail__related" aria-label="Others Entries"> <div class="ceca-detail__related-wrapper"> <h2 class="ceca-detail__related-title"> Others Entries </h2> <div class="ceca-cont__grid"> <article class="ceca-cont__card"> <a href="https://www.ceca.es/en/2026/05/19/ceca-and-cecabank-added-value-to-the-financial-system/" class="ceca-cont__card-link" aria-label="Read CECA and Cecabank: Added Value to the Financial System"> <div class="ceca-cont__card-image"> <img class="ceca-cont__card-img" src="https://www.ceca.es/blob-ceca-wp-prod/wp-content/uploads/2019/12/ceca_lecturaInteres-768x506.jpg" alt="CECA and Cecabank: Added Value to the Financial System" loading="lazy" /> <span class="ceca-cont__card-overlay" aria-hidden="true"> <span class="ceca-cont__card-icon"> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" aria-hidden="true" focusable="false"> <path d="M6 14L14 6" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> <path d="M8 6H14V12" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </span> </div> <div class="ceca-cont__card-body"> <span class="ceca-cont__card-category">READING MATERIALS OF INTEREST</span> <h3 class="ceca-cont__card-title">CECA and Cecabank: Added Value to the Financial System</h3> <div class="ceca-cont__card-meta"> <span class="ceca-cont__card-date">May 19, 2026</span> <span class="ceca-cont__card-separator" aria-hidden="true">·</span> <span class="ceca-cont__card-comments">0 Comments</span> </div> </div> </a> </article> <article class="ceca-cont__card"> <a href="https://www.ceca.es/en/2026/05/19/profitability-digitalization-reputation/" class="ceca-cont__card-link" aria-label="Read Profitability, Digitalization, Reputation"> <div class="ceca-cont__card-image"> <img class="ceca-cont__card-img" src="https://www.ceca.es/blob-ceca-wp-prod/wp-content/uploads/2019/12/ceca_tribuna-768x506.jpg" alt="Profitability, Digitalization, Reputation" loading="lazy" /> <span class="ceca-cont__card-overlay" aria-hidden="true"> <span class="ceca-cont__card-icon"> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" aria-hidden="true" focusable="false"> <path d="M6 14L14 6" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> <path d="M8 6H14V12" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </span> </div> <div class="ceca-cont__card-body"> <span class="ceca-cont__card-category">TRIBUNA</span> <h3 class="ceca-cont__card-title">Profitability, Digitalization, Reputation</h3> <div class="ceca-cont__card-meta"> <span class="ceca-cont__card-date">May 19, 2026</span> <span class="ceca-cont__card-separator" aria-hidden="true">·</span> <span class="ceca-cont__card-comments">0 Comments</span> </div> </div> </a> </article> <article class="ceca-cont__card"> <a href="https://www.ceca.es/en/2026/05/19/the-balance-between-reformism-and-stability/" class="ceca-cont__card-link" aria-label="Read The Balance Between Reformism and Stability"> <div class="ceca-cont__card-image"> <img class="ceca-cont__card-img" src="https://www.ceca.es/blob-ceca-wp-prod/wp-content/uploads/2016/02/18-768x497.jpg" alt="The Balance Between Reformism and Stability" loading="lazy" /> <span class="ceca-cont__card-overlay" aria-hidden="true"> <span class="ceca-cont__card-icon"> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" aria-hidden="true" focusable="false"> <path d="M6 14L14 6" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> <path d="M8 6H14V12" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </span> </div> <div class="ceca-cont__card-body"> <span class="ceca-cont__card-category">TRIBUNA</span> <h3 class="ceca-cont__card-title">The Balance Between Reformism and Stability</h3> <div class="ceca-cont__card-meta"> <span class="ceca-cont__card-date">May 19, 2026</span> <span class="ceca-cont__card-separator" aria-hidden="true">·</span> <span class="ceca-cont__card-comments">0 Comments</span> </div> </div> </a> </article> <article class="ceca-cont__card"> <a href="https://www.ceca.es/en/2026/05/19/a-robust-european-financial-system/" class="ceca-cont__card-link" aria-label="Read A Robust European Financial System"> <div class="ceca-cont__card-image"> <img class="ceca-cont__card-img" src="https://www.ceca.es/blob-ceca-wp-prod/wp-content/uploads/2019/12/ceca_tribuna-768x506.jpg" alt="A Robust European Financial System" loading="lazy" /> <span class="ceca-cont__card-overlay" aria-hidden="true"> <span class="ceca-cont__card-icon"> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" aria-hidden="true" focusable="false"> <path d="M6 14L14 6" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> <path d="M8 6H14V12" stroke="#fff" stroke-width="1.5" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </span> </div> <div class="ceca-cont__card-body"> <span class="ceca-cont__card-category">TRIBUNA</span> <h3 class="ceca-cont__card-title">A Robust European Financial System</h3> <div class="ceca-cont__card-meta"> <span class="ceca-cont__card-date">May 19, 2026</span> <span class="ceca-cont__card-separator" aria-hidden="true">·</span> <span class="ceca-cont__card-comments">0 Comments</span> </div> </div> </a> </article> </div> </div> </section> </main> <footer class="ceca-site-footer" role="contentinfo"> <div class="ceca-social-bar"> <div class="ceca-social-bar__container"> <a href="https://www.linkedin.com/company/ceca-asociacion-bancaria/" class="ceca-social-bar__item" target="_blank" rel="noopener noreferrer" 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